Technical Support Supervisor

As a recognized leader in early education, we at Waterford are a passionate team of professionals committed to having a significant impact on the quality of education for your children. Our mission is to “Inspire a great start for every child.”

Join our staff and become involved in UPSTART. This in-home preschool program is looking for individuals who are passionate about early education and helping parents prepare their children for kindergarten.

POSITION SUMMARY
The Technical Support Supervisor performs low to high level technical support of general home equipment and software bug reproduction for our in-home preschool program.

The Technical Support Supervisor plays a key role in developing the technicians within the department. The Manager will work closely with product development teams to ensure that bugs and software outages are resolved in a timely manner

A successful candidate will have excellent customer service skills, organized and self-motivated. The ability to manage and prioritize multiple tasks and balance the workload of the team.

RESPONSIBILITIES
• Accountable for coordinating and managing team resources to cover operational hours for inbound/ outbound calls, scheduled events and tasks
• Manage the team and individual performance to achieve center measures (KPI’s), setting clear objectives, evaluating progress and celebrating results
• Able to communicate over the phone and in person with program participants in order to resolve both basic and advanced technical issues while remaining professional and comprehensive
• Responsible for training and development of Tier 1 and Tier 2 technicians
• On-Site tech support is sometimes necessary to resolve issues ranging from educating program participants to computer hardware, OS, to network troubleshooting

QUALIFICATIONS
• Two or more years’ experience in customer service management
• 3+ years of technical support experience
• Advanced knowledge of PC and Apple software and hardware (Required)
• Excellent organizational and project management skills
• Proven leaderships skills and problem solving skills
• Ability to multi-task and prioritize workload
• Salesforce knowledge preferred
• Jira knowledge preferred
• Proficient with Microsoft Office (Word and Excel)
• Must have reliable transportation

School Relations Specialist (EdTech Sales)

Waterford Institute is a fast-paced, software as a service company that has been a leading provider of early education content for more than 30 years. Waterford provides cloud-based, educational technology solutions in the public and private school space for grades PreK-2. Waterford is passionate about providing “every child the finest education possible by providing high-quality educational models, programs, and software.”

Position Summary
Waterford seeks an enthusiastic, competitive, results-oriented, sales professional to increase sales in a defined territory. The desired candidate has a passion for education, and brings a winning attitude, focused work ethic, and a desire to work with a dynamic team. Our team of School Relations Specialists work out of our Sandy, UT office with a stunning view of the Wasatch Mountains. This is an exciting opportunity to work in an inside sales environment, with the monthly flexibility to travel for face-to-face meetings with school and district administrators, as well as trade shows and conferences. We are always looking to promote inside reps to field positions; do you have what it takes? This position reports to the Regional Vice President.

Responsibilities
• Top Down: Establish and maintain relationships with district, school and community leaders.
• Own the Room: you will be the best at demonstrating Waterford products and services.
• Top of the Stack: you will exceed quarterly and annual sales goals because that’s who you are.
• Master the space: you will develop an expert knowledge of Pre-K and K-12 markets and industry trends.
• Dominate the Competition: you will develop an expert knowledge of those we play against.
• Dale Carnegie or Dwight Schrute: Develop an expert understanding of the pedagogy for the target age groups so you are known as a consultant instead of a “sales rep”.
• Sharpest Knife in the Drawer: you will demonstrate the ability to solve problems and seek solutions.
• Use the Tools: provide accurate forecasting, and update CRM daily.

Qualifications
• Bachelor’s Degree with 2-3 years’ experience in Ed Tech or Technology sales.
• Strong negotiating and closing skills and a proven track record of increasing sales.
• Must be results-oriented with strong organizational and time-management skills.
• Ability to work in a team environment, utilizing internal and external resources.
• Excellent oral, written and presentation skills.
• Ability to prioritize individual and team goals.
• Social media prospecting proficiency.
• Salesforce.com experience preferred.

Company Mission and Culture

Nonprofit Organization
As a nonprofit, we invest more time and resources into quality curriculum, research, and excellent service.

Research-Driven Results
We continually push forward in technology, but never lose sight of our commitment to research-based practice and evaluation–all with the ultimate goal of real student growth.

Personalized Learning
Our adaptive curriculum was the first of its kind, launching the use of technology as a means to give each child a uniquely personalized learning experience. Today, our curriculum leads the industry with its breadth and depth of activities.

Customer Success
We are only as successful as our customers. The customer experience is our #1 goal, and as a member of our School Relations team, this will be your primary objective.

Outreach Coordinator

Two positions available: Full time and full-time seasonal

If you are interested in working for a nonprofit organization whose mission is “to enable every child with the finest education possible by providing high-quality educational models, programs, and software,” we would like the opportunity to meet with you and discuss the possibility of you joining the Waterford team.

UPSTART is a computer-based, in-home, kindergarten-readiness program sponsored by the Utah State Legislature. The UPSTART program provides Utah children with an engaging reading, math and science curriculum the year before they enter Kindergarten.

Candidates for this position will be ambassadors for UPSTART and will represent Waterford Institute and the UPSTART program’s mission and values. As an Outreach Coordinator, you will have the opportunity to travel across the state of Utah increasing awareness of this excellent free resource.

Some of these responsibilities will include, but not be limited to:
• Responsible for promoting the UPSTART program throughout Utah and recruiting families with four year-old children to participate in the program
• Research, identifying and scheduling participation in community events specifically targeted to low-income families, rural families, and families with children who are English language learners
• Manage existing relations and create new partnerships with government agencies, religious organizations, special interest groups, non-profits, media outlets and local businesses.
• Research advertising/marketing opportunities across social media platforms, coupon sites, as well as newspaper and magazines
• Light physical demands
• Some travel within the state of Utah
• Flexible hours; must be able to work some nights and weekends
• Candidates must have valid driver’s license and a reliable vehicle. Mileage reimbursement will be issued at the rate of $0.33 per mile traveled (in accordance to Utah State Travel Guidelines). Detailed travel records must be kept for mileage reimbursements

Skills and education required:
• Strong knowledge of Southern Utah, its communities and cultures
• Ability to communicate with a wide range of people (parents, community leaders, business owners, religious leaders, media outlets)
• Ability to gain trust, nourish relationships, listen attentively and articulate clearly your intended message
• Problem-solving skills, organizational skills, effective time-management skills, and the ability to take ownership of any situation
• Must be able to work under stress of meeting deadlines and changing priorities
• Goal oriented
• Ability to work independently and in a team
• Great work ethic
• Strong written and verbal communication skills (e.g. telephone, e-mail)
• Type at least 40 WPM
• Basic experience with Microsoft Excel and Word and Internet functionality
• Sales or early education experience preferred
• Bilingual (Spanish) helpful

** Please send resume and cover letter to isaactroyo@waterford.org

Early Education Advocate – UPSTART

If you are interested in working for a nonprofit organization whose mission is “to enable every child with the finest education possible by providing high-quality educational models, programs, and software,” we would like the opportunity to meet with you and discuss the possibility of you joining the Waterford team.

Join our staff and become involved in UPSTART. This in-home preschool program is looking for individuals who are passionate about early education and helping parents prepare their children for kindergarten.

As an Early Education Advocate, you will have your own family accounts for which you will be responsible.

Some of these responsibilities will include, but not be limited to:
• Creating a supportive relationship with your assigned families from enrollment to graduation
• Staying in communication on a weekly basis with your designated families to answer questions and offer motivational tips to encourage the child’s software usage and inspire parents to become a champion of their child’s kindergarten success
• Managing software usage and family profiles using an online CRM
• Receiving incoming phone calls regarding program information, usage and software functionality

Skills and Education Required:
• Ability to communicate, motivate and respond with empathy to a diverse group of parents
• Ability to gain trust, nourish relationships, listen attentively and articulate clearly your intended message
• Problem-solving skills, organizational skills, effective time-management skills, and the ability to take ownership of any situation
• Goal oriented
• Ability to work independently and in a team
• Great work ethic
• Strong written and verbal communication skills (e.g. telephone, e-mail)
• Ability to learn new processes and technical troubleshooting skills quickly
• Type at least 40 WPM
• Basic experience with Microsoft Excel and Word and Internet functionality

Preferred Skills:
• Call center or early education experience preferred
• Bilingual (Spanish) helpful, but not required
• Technical writing skills a plus

Waterford is proud to offer the following benefits for full-time employees:
• Medical with HSA
• FSA and Dependent care
• Dental
• Vision
• Retirement matching plan
• Life Insurance
• Short-term and Long Term Insurance
• Critical Illness and Group Accident
• EAP
• Legal Shield
• Vacation, holiday, sick, and floating time off

** Please send resume and cover letter to yvonneburgos@waterford.org or submit via the links below.