SE Application Support Specialist

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Description

HOURS: Eight hour shift M-F within 6:00 am to 6:00 pm MST operating hours.

JOB PURPOSE:

To provide Synergy Special Education application support to all Edupoint customers.

JOB SUMMARY:

The Special Education (SE) Application Support Specialist's primary role is to provide support for all aspects of Special Education implementation, training, configuration, compliance support, and ongoing client needs. This role will assist customers with implementation planning, configure district-specific setups within the Special Education module, and provide support through email, phone, and virtual meetings.

This role will also work closely with school districts to configure Special Education modules in alignment with district processes and state and federal compliance requirements. This includes creating and customizing system-generated documents such as IEPs, evaluations, and compliance forms, as well as modifying application screens, fields, and workflows to meet district-specific needs.

During implementation, the SE Application Support Specialist will organize and track project timelines, lead virtual meetings and trainings, and ensure successful onboarding. Post-implementation, this role will provide ongoing support, troubleshooting, and guidance.

The SE Application Support Specialist also supports internal staff development and contributes to product quality through testing and feedback, while adhering to Edupoint standards and best practices.

JOB DUTIES:

• Provide timely communication and support to customers
• Record and track meeting notes and implementation events
• Schedule and organize implementation activities
• Configure the Special Education module according to district requirements
• Create and customize Special Education documents including IEPs, evaluations, and compliance forms
• Modify application screens, fields, and workflows to align with district-specific processes
• Lead implementation virtual meetings and trainings
• Provide post-implementation support to customers
• Collect customer information and analyze needs
• Build strong customer relationships through effective communication
• Respond to customer inquiries via phone, email, and virtual meetings
• Work closely with internal teams to review and modify configurations
• Create and maintain customer-specific documentation
• Maintain competency in application features as enhancements are released
• Participate in creation and maintenance of documentation and training materials
• Document customer interactions for internal review
• Assist in presentations at user conferences and webinars
• Perform functional and regression testing and document results
• Track defects and assist in issue resolution
• Ensure QA policies and procedures are followed
• Other duties as assigned

JOB REQUIREMENTS-KNOWLEDGE/SKILLS/ABILITIES:

• Knowledge:
• K-12 Special Education knowledge preferred (IDEA, IEPs, evaluations, compliance)
• Knowledge of student information systems or Special Education software preferred
• Understanding of MTSS and 504 processes a plus
• Strong technical background with Google Workspace and Microsoft Office
• Synergy application knowledge preferred
• Skills:
• Excellent verbal and written communication skills
• Strong customer service and interpersonal skills
• Ability to explain technical concepts to non-technical users
• Strong organizational and problem-solving skills
• Ability to multitask and manage competing priorities
• Strong attention to detail and time management skills
• Abilities:
• Ability to work effectively as part of a team
• Ability to lead meetings and trainings
• Ability to manage implementation processes
• Ability to adapt in a fast-paced environment

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree or one to two years related experience and/or training; or equivalent combination of education

and experience

CERTIFICATES, LICENSES, REGISTRATIONS:

• Special Education credential or experience preferred

BENEFITS:

In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to):

• Medical Insurance w/Prescription Drug Coverage
• Dental Insurance Vision Insurance
• Generous Paid Time Off & Holidays
• Long Term Disability Insurance Life & Accidental Death & Dismemberment
• Paid Maternity & Paternity Leave
• Bereavement Leave
• Professional Development Opportunities
• Onsite Flu Shots for Staff & Immediate Family
• Stocked Kitchen w/Healthy Snacks & Drinks
• TRP Carpool Program
• Employee Assistance Program
• Opportunities for Community Involvement
• Employer and Employee Contributed Health FSA
• Employee Contributed Dependent Care FSA
• 401K Plan w/Company Matching & Immediate Vesting
• Short Term Disability Insurance
• Health & Wellness Program
• Company Sponsored Fitness Challenge
• Pet Insurance
• Free Parking

TYPICAL PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel in the performance of duties may be required.

Edupoint Educational Systems is an Equal Employment Opportunity Employer. Edupoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.