Acelero Learning · 21 hours ago

Help Desk Specialist

MT - Remote/Travel

Full-time

Hybrid

Mid, Senior Level

$0/yr - $55K/yr

5+ years exp

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Responsibilities

Provides quality support services which may include resources, guidance, and communication of opportunities for training

Promotes and supports a program’s competence in alignment with Montana’s Early Learning Standards

Provides technical assistance using relationship-based coaching strategies which are driven by research and best practice to promote continuous quality improvement

Utilizes a data-informed process to establish best practices through the entire technical support process and develop procedures to support these

Establishes rapport with each program and/or provider, identifies resources and additional supportive services for participating childcare programs

Provides information to providers to support them in meeting state licensing requirements

Ensures that all customer interactions are handled in a professional and service oriented manner

Contributes to improving customer support by actively responding to queries, handling complaints, and providing customer feedback to the appropriate teams

Serves as the point of contact to respond to escalated calls and issues

Prioritizes tickets and resolves escalated items efficiently

Collaborates with the Deputy Director to develop, execute, and utilize daily٫ weekly٫ and monthly reports on help desk’s productivity to improve quality of support.

Monitors and reports call volumes; documents call information according to standard operating procedures.

Participates in assigned meetings, events and training as required.

Qualification

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Early Childhood EducationTechnical AssistanceQuality ImprovementECPCoaching StrategiesData-informed ProcessesReport Development

Required

Associate’s Degree in Early Childhood Education or related field required

At least Five (5) years of experience in Montana’s early childhood field OR state awarded preschool teaching certification with experience working with children birth through 5

Physical exam and background checks are required for this position.

Travel required locally or long-distance up to 10% of the time for work-related meetings and functions.

Must have a valid driver’s license and/or reliable transportation.

Montana residency required