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Jacy
Product Support Specialist
Contato
Competências
Demonstrated experience with Technical Troubleshooting.
Demonstrated experience with Database Troubleshooting.
Demonstrated experience with Incident Management.
Demonstrated experience with Ticketing Systems (Zendesk).
Demonstrated experience with Software Deployment.
Formação acadêmica
Resumo
Product Support Specialist open to new opportunities
Experiência
PRODUCT SUPPORT SPECIALIST
Triage and resolve complex technical troubleshooting tickets via Zendesk for K-12 educators, maintaining a 90%+ CSAT score by ensuring rapid incident management.. Monitor recurring database issues and usage patterns to inform software deployment improvements and the creation of scalable support workflows.. Document technical workflows and serve as a cross-functional lead during product enhancement planning meetings to advocate for features that improve student completion rates.. Apply data analytics to troubleshoot adoption barriers and implement proactive system updates before they impact school district workflows.
LOCAL COORDINATOR / STUDENT EXCHANGE AMBASSADOR (SEA)
Monitor program compliance with regulatory standards for international exchange, managing high-risk scenarios and participant safety with rigorous incident management.. Design technical documentation and onboarding protocols that ensure Medicaid compliance and high engagement across diverse student populations.. Execute intervention strategies based on early warning data, ensuring smooth software and process integration for participating school districts.. Collaborate with cross-functional internal teams and school administrators to align operational execution with high-level K-12 education goals.
TUTOR / STUDENT SUCCESS COACH
Execute Academic Intervention Services for 40+ students simultaneously, ensuring the successful completion of milestones through data-driven coaching.. Manage software deployment of 50+ online learning modules featuring automated check-ins and progress tracking to optimize student engagement.. Troubleshoot learning barriers by analyzing student data to identify at-risk learners and apply targeted interventions that improve software activation rates.. Monitor student and family satisfaction through 1:1 sessions, balancing technical automation with human-centric support for a high-touch experience.. Collaborate with educators to iterate on instructional content, performing product enhancement planning to drive adoption and software reliability.
EDUCATOR
Deployed EdTech platforms to 100+ students annually, providing technical troubleshooting and functional support for critical classroom workflows.. Led professional development for 20-30 educators on software deployment strategies and systemized classroom workflows to ensure regulatory compliance.. Managed Academic Intervention Services through data-driven monitoring of student outcomes, identifying trends to prevent regulatory and academic failure.. Documented student progress and maintained high-touch relationships with families, ensuring compliance with Special Education and Medicaid guidelines.
EDUCATOR
Integrated software suites to monitor engagement and track milestones for 100+ students, troubleshooting functional issues to maintain uptime.. Systemized classroom workflows and documentation processes to align with state Medicaid compliance and Special Education reporting requirements.. Utilized data analytics to identify at-risk students and implemented Academic Intervention Services to improve district-wide completion rates.. Collaborated with administrators to ensure educational software suites supported diverse learner needs and met district reliability standards.