Implementation Specialist

Position Summary

We are seeking a detail-oriented, tech-savvy, and service-driven Implementation Specialist to join our team. This role is ideal for someone who enjoys working closely with customers, guiding them through onboarding, and helping them successfully adopt educational technology platforms.

As an Implementation Specialist, you will play a key role in supporting new and existing customers. You will help onboard new faculty and institutional partners, assist with implementation tasks, manage incoming support requests, and develop educational resources that help users get the most out of our platform. This position combines customer support, onboarding, and customer education responsibilities.

The ideal candidate is proactive, organized, and passionate about helping educators succeed through technology.

Key Responsibilities

• Onboard new customers and faculty users, guiding them through initial setup, platform configuration, and early adoption.
• Monitor and respond to incoming support tickets using the company’s ticketing system.
• Troubleshoot and resolve Level 1 support issues, including platform navigation questions, user setup, and basic LMS integration questions.
• Escalate complex technical issues to the appropriate internal teams (Technical Support, Product, IT or Curriculum) when necessary.
• Create and maintain customer education materials, including help center articles, onboarding guides, tutorials, and internal documentation.
• Assist in developing onboarding resources such as training materials, walkthroughs, and user documentation.
• Identify patterns or recurring issues in support tickets and collaborate with internal teams to improve documentation, processes, and the customer experience.
• Provide clear, empathetic, and professional communication to instructors and institutional partners.
• Build and maintain a foundational understanding of LMS integrations (Canvas, Blackboard, Moodle, etc.) and common implementation workflows.

Qualifications

• 2+ years of experience in customer support, customer success, technical support, onboarding, or help desk roles (internships and academic experience welcome).
• Strong written and verbal communication skills with an emphasis on clarity and professionalism.
• Comfort learning and using new software platforms, CRM systems, and ticketing tools.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Ability to work effectively in a remote, collaborative environment.
• Experience creating documentation, guides, or training materials is a plus.
• Basic familiarity with Learning Management Systems (Canvas, Blackboard, Moodle, etc.) or educational technology is a plus.