Client Service Associate

Requirements

• Experience training, teaching, or other career with presenting experience.

• Preference will be given to candidates who have experience using the EdPlan platform.

Technical & Platform Knowledge

• Demonstrated experience working with education technology platforms or similar enterprise software systems.

• Ability to quickly learn and support multiple modules within the EdPlan platform.

• Familiarity with data reporting tools, dashboards, or analytics used to support client needs.

Training & Instructional Skills

• Experience designing training materials, guides, or instructional documentation.

• Ability to deliver both in-person and virtual training sessions to diverse audiences.

• Strong presentation and facilitation skills with the ability to adapt training approaches based on audience needs.

• Experience supporting adult learners and implementing effective instructional strategies.

Client Support & Service Delivery

• Experience providing customer support in a structured ticketing environment (Zendesk or similar system preferred).

• Demonstrated ability to troubleshoot technical or workflow issues and guide users toward resolution.

• Strong commitment to client satisfaction and timely response to support requests.

• Ability to manage multiple support requests while maintaining quality and responsiveness.

Communication & Collaboration

• Excellent written and verbal communication skills.

• Ability to translate technical concepts into clear instructions for end users.

• Strong interpersonal skills and ability to build positive relationships with clients and colleagues.

Preferred Qualifications

• Previous experience supporting K–12 education systems, special education programs, or education data systems.

• Familiarity with special education compliance processes, including IEP or 504 workflows.

• Experience with Jira or similar project tracking tools.

• Bachelor's degree in Education, Information Systems, Training, or related field.
  
  

This role supports the development and delivery of internal and client training and support services for assigned areas within the Mid-South region, with primary responsibility for the state of Oklahoma. The individual in this position must reside within 30 miles of the Oklahoma City metro area. Moderate in-state travel will be required, with occasional out-of-state travel expected several times throughout the year.

Mentoring & Team Support

• Provide mentoring and coaching to junior team members to enhance their skills and knowledge.

• Offer support to colleagues, fostering a collaborative and growth-oriented work environment.

Training Development & Delivery

• Assist in developing standard training protocols and templates.

• Participate in and deliver training and other planned work activities by agreed dates.

• Support creation of new training materials reflecting product or process changes.

• Annual review of user guides to make sure they are consistent with production

• Scheduling logistics and delivery for procured module training.

Ticketing & Zendesk Support

• Review, assess, troubleshoot, and assign incoming Zendesk tickets per project contract requirements.

• Ensure ticket information is adequate; follow up with submitters to address any gaps.

• Follow the Service Desk SOP for triage and resolution processes.

• Close Tier 1 and Tier 2 tickets once resolved; escalate Tier 3 issues to the Account & Systems Lead.

• Uphold high levels of client satisfaction by delivering high-quality, on-time services.

System Management (Zendesk)

• Serve as the product manager for Zendesk in the region and coordinate new features and implementations with the national teams.

• Manage agent access requests (add/remove/change permissions) in Zendesk for regional users.

• Provide timely Zendesk agent reports to the Service Management Director.

• Coordinate with State Leads to gather use cases and requirements for Zendesk implementations for new clients.

Client & Business Development Engagement

• Support regional business development by leading EDPlan demonstrations at status-updates and client meetings, as well as recurring product webinars.

• Engage with State Managers to understand and support new or existing client needs.

Knowledge Management

• Effectively utilize the knowledge repository to process and respond to tickets.

• Identify needed updates to support documentation; author and maintain knowledge-base articles.

Cross-Functional Collaboration & Continuous Improvement

• Work closely with Program Management, Operations, and Product teams to drive process enhancements.

• Provide feedback on support workflows and tools to improve efficiency and client outcomes .

• Work with Training and Support Manager to delegate and maintain MSRP Jira Ticket Training requests for the Midsouth.
  
  

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities