Job Details

Description

• Meet Stride
• Success Stories
• Responsibility and Inclusion

Over 20 years ago, Stride was founded to provide personalized learning — powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed — however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders.  Whether teachers, engineers, curriculum writers, or financial managers — whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions.  Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

Drawing on a broad range of instructional, technical, and interpersonal abilities, the Curriculum Support Specialist plays an instrumental role in supporting both proprietary and third-party products by resolving incoming curricular and technical issues, maintaining appropriate communication with internal and external customers based on formal and informal operating procedures, and meeting or exceeding all defined service level agreements.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Resolve all assigned issues within defined service level agreements;
• Interpret and translate tickets into actionable items for appropriate resolution teams, including any additional information discovered during investigation;
• Adhere to Stride’s defined policies and procedures;
• Ensure that all support issues are properly tracked and resolved effectively and efficiently;
• Maintain timely and appropriate communication with clients, using defined channels and within defined response parameters;
• Understand new developments within Product Development and how to support them;
• Refer complex problems to higher levels, based on formal and informal standard operating procedures.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• Two (2) years’ related experience OR
• Equivalent combination of education and experience

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS: 

• Working experience with one or more Learning Management Systems (LMS)
• General understanding of curriculum concepts (e.g. objective-based learning, etc.)
• Teaching or curriculum experience in the K through 12 levels – OR – prior customer support experience
• Experience with content management systems
• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency.
• Ability to communicate clearly verbally and in writing
• Strong ability and initiative to solve complex problems
• Focus on customer service and support principles
• Ability to clear required background check

DESIRED QUALIFICATIONS:  

• Bachelor’s degree in instructional, teaching, e-learning, or curriculum related field
• Administrative experience with Learning Management Systems (LMS)
• Experience with Stride’s systems and products
• Experience with ticketing systems (e.g. JIRA, Salesforce, etc.)

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position is virtual and open to residents of the 50 states and D.C.

Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  

• We anticipate this position will pay between $23.04 to $38.69 per hour. The upper end of this range is not likely to be offered, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.