Ed-Tech Technical Support Specialist

About Us

Join a passionate US team at a worldwide leading educational video company. We believe in using the power of video to transform traditional education, allowing students and teachers to foster a creative and innovative educational environment, from wherever they are. At ClickView, we look for passionate professionals who are seeking a hands-on role in a dynamic organization. In turn, we invest in our staff to enhance overall team performance and achieve growth together. You can expect support and investment in your future career plus the day-to-day benefits of an open plan and vibrant work environment.

About the Role

We are looking for a talented Technical Support Specialist to help us continue to provide exceptional product and technical support to our customers across the US for both ClickView and Streamable Learning. We seek an individual who has a genuine love of customer service and technology, with a great attitude and work ethic. The ideal candidate will love following processes while using their initiative to solve problems and maintain regular proactive contact with customers to build brand advocacy within the community.

This role offers you the opportunity to lead the product support function in the US, while being supported by an enthusiastic and professional team globally. You'll be responsible for a wide variety of technical tasks, allowing you to showcase your technical and customer skills in a fast-paced and innovative work environment.

Responsibilities

• Lead and support K-12 district partners through the setup, configuration, and successful implementation of Single Sign-On (SSO) platforms, including SAML-based integrations
• Serve as the primary point of contact for technical onboarding, ensuring smooth integration with district systems (SSO, SAML, LMS, etc.) and minimizing barriers to adoption
• Collaborate with district technology teams and instructional leaders to align implementations with instructional technology goals and classroom needs
• Troubleshoot and resolve technical setup issues with a customer-first mindset, while escalating complex cases appropriately and working with global teams
• Document all actions and information on cases, maintaining an accurate database of interactions and next steps with customers
• Run daily live Zoom programs for customers and provide technical support
• Manage data (e.g., daily program registration and attendance data), data entry, and day-to-day program updates and schedules
• Perform ad hoc tasks such as supporting landing pages and making modifications to programs as required
• Support UK customers with technical support and SSO setup as needed

Nice to Have Skills

• Experience onboarding and implementing Single Sign-On services (Clever, ClassLink, SAML)
• Experience working with and technically supporting SaaS products
• K-12 instructional technology experience, with a strong understanding of how digital tools and platforms are adopted and used by teachers, librarians, and district technology teams
• Experience working with Salesforce CRM

Benefits

• Paid leave: 20 days paid annual leave, paid sick leave, and extra paid Wellbeing and Volunteering leave
• 401k match and Platinum health insurance (80% coverage) with vision and dental included
• Flexible working to accommodate hours and arrangements, with the ability to work remotely from a different location for up to 100 calendar days per year
• Generous parental leave policy offering 16 weeks full pay
• Learning and Development budgets, including access to LinkedIn Learning and professional opportunities
• Wellbeing Policy with access to EAP and wellbeing apps