Fast Facts

Join College Board as a Technical Support Specialist to provide user support for the popular AP Classroom platform, ensuring timely and accurate responses to inquiries from students and educators.

Responsibilities: You will manage customer support requests, troubleshoot user issues, communicate with development teams, and deliver exceptional service to users.

Skills: Required skills include experience in software customer support, strong written communication, analytical problem-solving skills, and proficiency in case management tools like Salesforce.

Qualifications: Preferred candidates will have experience with process improvement, Salesforce case management, and tools like Jira, along with strong interpersonal skills.

Location: This is a fully remote position, with the option for candidates near College Board offices to work hybrid (Tuesday and Wednesday in office).

Compensation: $44000 - $75000 / Annually

Technical Support Specialist, AP Classroom User Support

College Board - AP&I

Location: This is a fully remote role.

Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).

Type: This is a full-time position 

About the Team

Since its 2019 launch, AP Classroom, the support platform for AP teachers and students, has become the most popular LMS in US High Schools, annually serving 180,000+ teachers and 3.5M+ students at 17,000+ schools. During the academic year, students and teachers visit AP Classroom 700,000 times per day. It offers 40 courses (and growing!) with currently a question bank over 40,000 questions and 4,400 instructional videos. The data generated by AP Classroom has provided the AP Program with tremendous insight into how American students learn: what they know and can do, where they struggle, and what they need to succeed.  

About the Opportunity 

Come join us in our mission to connect students to college success and opportunity. The AP (Advanced Placement) Program gives students the chance to tackle college-level work while they are still in high school—whether they are learning online or in the classroom. And through taking AP Exams, students can earn college credit and placement.  

The AP Program is searching for a Technical Support Specialist, AP Classroom User Support. You will play a key role in customer satisfaction by being the first line of defense, tackling support requests from students, teachers, and administrators and ensuring every customer gets a timely and accurate response to their inquiry. 

You will have to stay on top of the latest updates (AP Classroom releases every two weeks) to provide accurate responses. You will troubleshoot reported cases to identify user or technical errors and provide engineers with your findings for the latter. In addition to providing first line support to our users, your accurate tagging of issues will inform reporting that provides insights to the product team on user friction, feature improvements, new features, technical issues, and prioritization. It is a fast-paced, impactful role where your expertiseshines and every interaction counts! 

In this role, you will:

Provide customer service with expediency and accuracy (50%) -

• Develop and maintain good knowledge of the AP Classroom features and higher-level understanding of the platform (updates are released every two weeks) to provide the most up to-date information to the customer
• Request additional information from customers when needed
• Provide accurate and complete responses to customer inquiries via email, utilizing email templates when relevant
• Use customer-provided information and knowledge of feature behaviors to investigate reported issues/concerns in order to provide resolution or determine there is a bug or enhancement request to process

Perform case management responsibilities (35%) - 

• Review and triage incoming support requests from students, teachers, and school administrators in Salesforce (daily):  

Help Form within AP Classroom (which generates cases)  

Escalated cases from College Board general customer support (e.g., calls from users requesting help with AP Classroom)  

Submissions via Help articles  

• Review, update, and tag cases appropriately with the Category, Sub Category, Customer Question and record interactions/activity to maintainaccurate data for each case and overall case management reporting
• Manage case statuses, respond to/follow-up with customers in a timely manner for Functional (How To) and Technical issues (those that are associated with a bug issue/Jira ticket)

Manage escalations in partnership with development, product, and content teams(15%)

• Communicate with Product team members via the Team’s Support channel when there are sitewide or larger issues that need immediate attention
• Create a Jira ticket for a reported or discovered bug or an enhancement request, if appropriate
• Follow bug/enhancement escalation instructions to provide detailed information to the Development team so the issue can be investigated/groomed quickly
• For bugs, monitor and follow up with customers/update case status once the issue is resolved
• Escalate course content inquiries to the curriculum domain experts for evaluation

About You

You have

• A background in software customer support
• Experience with online customer inquiries, including high-volume seasonal support demands and support case management processes
• Strong written communication skills that are clear, concise, and professional
• The ability to prioritize multiple competing support demands, using a combination of sound judgment and standard operating procedures with a focus on excellent service
• The ability to track and communicate complex issues, manage case statuses by priority, and drive resolution
• Strong analytical thinking and structured problem-solving skills with a focus on resolving customer inquiries (e.g., providing solutions, workarounds, and/or escalating to a higher tier or manager)
• The ability to work independently and collaboratively within a team
• You are organized, process-oriented, and bring a customer-first mindset to your work

Preferred Knowledge and Experience:

• Experience with process improvement initiatives
• Experience using Salesforce for case management (e.g., managing case lists and generating reports), and for creating/utilizing email templates
• Familiarity with using web applications for support functions
• Desired experience with tools such as Jira, Salesforce, and Microsoft Office applications
• Strong interpersonal skills and the ability to manage effective working relationships with peers
• Ability to travel 2 – 3 times a year 
• Authorization to work in the US for any employer

About Our Process   

• Application review will begin immediately and will continue until the position is filled   
• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.  

About Our Benefits and Compensation

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.  

The hiring range for a new employee in this position is $44,000 to $75,000.College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.  

Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.  

Your salary is only one part of all that College Board offers, including but not limited to:    

• A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more 
• Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility 
• A job that matters, a team that cares, and a place to learn, innovate and thrive 

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process. 

#LI-remote

#LI-MD1