Company
School districts are required by federal, state, and local law to provide a free, appropriate public education through Special Programs such as Special Education, Section 504, RTI/MTSS, Gifted/Talented and English Learners/Emergent Bilingual. Extensive documentation is required, informs student education, and drives district funding.

SameGoal is a documentation, management and compliance web application that helps districts reduce time spent on paperwork, prevent compliance issues and improve education for students with special needs. We currently serve 1000+ districts/local education agencies nationally (including large and small districts, state agencies and charter networks) with a 99%+ annual renewal rate.

Support Team
Outstanding user satisfaction starts with excellent support. SameGoal's Support Team is the first line of help for all users of the SameGoal web application. The mission of the support team is to help our users understand how to use the application to best support their different Special Programs workflows. This encapsulates all parts of the user experience from how to log into the application, how to manage their caseload, to how to troubleshoot student alerts. 

Transitioning Teachers
Important skills in this role include attention to detail, curiosity, a heart for understanding, and helping serve educators and thereby students as best as possible. It blends empathy, patience, joy of serving others, and interest in solving puzzles a unique way. There are few other opportunities available in which you can help fellow educators effectively support their students in a platform that truly speeds up their processes, giving them more time to focus on their students.

Role

• Provide a high level of customer service and support from 10am - 7pm CT (via phone, email, video calls).
• Have the ability to evaluate, troubleshoot, replicate and follow-up on customer issues.
• Enter tickets and assist in administering a Help Desk ticketing system. Capitalize on functionality within the system to continuously improve processes.
• Track open tickets: follow-up with the requestor and others assigned to determine and communicate the progress of the ticket or request.

Requirements

• Bachelor's degree or higher required
• Positive, confident, proactive work ethic
• Outstanding attention to detail with a drive for high-quality output
• Excellent technical aptitude and comfortable with learning new applications and software tools
• Excellent verbal and writing skills, including complete command of English grammar and mechanics
• Strong interpersonal skills, keeping our users happy with a user-friendly, stable application experience
• 1-2 years of technical support experience (technical support role) preferred

Employment

• Full time in-person at our Madison, WI office

Benefits

• 401(k) / 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

SameGoal is an Equal Opportunity Employer, participates in E-Verify and is FLSA exempt.

SameGoal is a documentation, management and compliance web application that helps districts reduce time spent on paperwork, prevent compliance issues and improve education for students with special needs. We currently serve 1000+ districts/local education agencies nationally (including large and small districts, state agencies and charter networks) with a 99%+ annual renewal rate.

State Customization Team
The mission of SameGoal’s state customization team is to design the workflows and configure the SameGoal platform to best fit the needs of each Special Program in each state we serve. This includes the creation of forms, validation rules, program participation tracking rules, deadlines, administrative reports and state reporting extracts. Shape/own how educators complete Special Programs documentation in a given state, and help them save time and do things easier at every turn with district feedback. This team incorporates legal requirements, published state guidance, educator workflows and district feedback into a best-in-class educator experience that supports the needs of districts on the ground.

Transitioning Teachers
Important skills in this role include attention to detail, curiosity, creativity and a desire to truly serve educators and thereby students as best as possible. It blends legal, technical, and district engagement/feedback aspects in a unique way. There are few other opportunities available in which you can influence the way in which whole states author and manage documentation so quickly and systematically.

This is truly an "ed tech" role, and the majority of your time will be spent implementing the configurations and customization required. Examples of technologies used include XML, Typescript, Markdown, etc.

Role

• Research: Research state-specific requirements that must be met for forms, reports, compliance, and timelines.
• Forms: Convert state and federal forms into Extensible Markup Language (XML) files.
• Validation Rules: Add Typescript document validation rules to forms.
• Program Participation: Add Typescript program participation tracking rules that reference forms.
• Deadlines: Add Typescript deadline rules that reference forms.
• Reports: Add Typescript administrative and state reporting reports/extracts.
• Iteration/Maintenance: Update configuration files when state or federal requirements change.
• Integrations: Design, develop and configure integrations with third-party vendors in your state(s).
• Documentation: Document information surrounding workflows for each program.
• QA: Test customization changes prior to deployment.
• Overall Quality: Ensure all configuration files work in aggregate, are compatible with one another, and deliver a best-in-class user experience.
• Regular Cross-Team Collaboration: Collaborate with our product success, implementations and support team regularly to ensure we are meeting district needs from implementation through ongoing year-over-year product use.

Requirements

• Bachelor's degree required
• Positive, confident, proactive work ethic & team player
• Excellent verbal and written communication skills
• Methodical and detail-oriented
• Able to research and clarify customization requirements, and communicate these publicly
• Excited by the opportunity to take ownership of and drive state-specific solutions that impact thousands of educators daily

Benefits

• 401(k) / 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Travel reimbursement
• Tuition reimbursement
• Vision insurance

Education: Bachelor's (Required)
Experience: K-12 education and/or technical experience: 1 year (Required)