by Ronald Barron | Oct 17, 2023 | Uncategorized
Job Description
Title: Customer Service Technical Support Administrator
Location: United States
Categories: Media / Publishing Education/Higher Education
Job Description:
Company Summary : Pearson Virtual Schools is a leading, fully-accredited provider of high-quality, highly accountable virtual education solutions for students in grades K12. Pearson Virtual Schools is committed to expanding quality education through technology and helping students achieve both academic and personal success.
Since 2001, the company’s Connections Academy division has delivered individualized learning to students through virtual public schools and a private online academy. In the 2023-24 school year, 45 Connections Academy virtual public schools will operate in 29 states and expect to serve more than 100,000 students in grades K-12 (some schools do not serve all grades) from across the U.S.
The District Partner division meets the needs of schools, school districts, and other institutions looking to develop and enhance their online learning programs. The division overseeing District Partner clients delivers a full range of targeted digital learning solutions to the K-12 education community including online courses, a program for homebound students, a digital learning platform, and more. More than 300 schools, school districts, state departments of education and other educational institutions, serving tens of thousands of students throughout the U.S. and beyond, are already utilizing Connections Learning products and services.
Position Summary :
Family Technical Support will work remotely as part of our contact center primarily providing technical support services to students and caretakers as they set up and use our technology to learn at a distance from initial startup, troubleshooting, and virus/spyware removal to resolution of software, hardware, printer, and broadband network issues.
Family Technical Support Analyst Responsibilities :
- Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution
- Troubleshoot LMS (online school) issues (Internet/application issues)
- Log all calls in call tracking system, creating detailed, accurate entries
- Escalate calls when necessary, according to guidelines
- Remote into callers’ computers when necessary, using the appropriate department tech support processes
- Define and feedback/recap user problems while providing a detailed solution to resolve each issue
- Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
- Respond to voicemails and Webmails, and create trouble tickets as necessary
- Maintain a current level of understanding of the details of home networking, high-speed Internet, and application functionality
- Act as liaison for web-based application problems between users and developers
- Assist in the collection of data for identifying user requirements that may result in future system development or training
- Keep current with development of new system features
- Work with manager to implement products and processes to increase Family Technical Support team efficiencies and quality
- Perform other duties as assigned, including manual labor, such as staging materials, packing, inventory, and delivery
Customer Connections Support Responsibilities :
- Handle inbound calls professionally, accurately, consistently, and efficiently
- Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll
- Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor
- Provide administrative support for the end of year school returns process
- Perform triage on inbound calls to the main number and transfer to the appropriate staff
- Respond to inbound emails, voicemails, and WebMails
- Place outbound calls on demand for marketing, enrollment, and other departments as appropriate
- Provide training support by nesting with new agents and answering questions as a rover in the Training Facility
- Act as a subject matter expert and peer mentor for the team as appropriate
- Other duties as assigned
Requirements :
- Exceptional phone manners and customer service skills
- Outstanding written and verbal communications skills
- Exceptional interpersonal skills and proven positive attitude
- Highly detailed oriented
- Proven problem-solving methodology
- Outstanding resourcefulness and creativity in providing timely service to callers
- Demonstrated ability to learn and apply large amounts of detailed information rapidly
- Proven ability to multitask in a fast-paced environment
- Excellent organizational and time management skills
- Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner
- Prior technical contact center / Help Desk experience required
- Strong working knowledge of the Application Service Provider (ASP) model, Windows 7 and Windows 10, Office 2010 and later, including Word, Excel, PowerPoint, Chrome, Firefox, Edge, Internet Explorer and Safari, and the Google Office Suite
- Mac experience a plus
- Strong remote troubleshooting and working knowledge of ISP’s, high speed connections (DSL/Cable-Modem) and TCP/IP
- Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices
- Ability to make quick and clear decisions in accordance with company policy
- Demonstrated ability to organize, prioritize and multitask while managing users’ expectations
- College degree preferred
- CompTIA A+, and CompTIA N+ a plus
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by Ronald Barron | Oct 17, 2023 | Uncategorized
Job Description
Administrative & Technical Support Specialist
locations
Remote, US
time type
Full time
job requisition id
R-00121205
The Military Family Life Counseling Program (MFLC) is seeking a Administrative & Technical Support Specialist in our remote team and will be responsible for providing exceptional technical support to our employees and clients. The Administrative & Technical Support Specialist will assist in troubleshooting and resolving IT-related issues, ensuring that our technology resources run smoothly. Additionally, this position will collaborate with other team members to maintain an efficient and responsive help desk service.
Primary Responsibilities
List daily duties and/or specific job responsibilities.
- Serve as the primary point of contact for technical support inquiries via phone, email, or chat.
- Diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Document and prioritize support tickets, ensuring timely resolution and maintaining clear communication with end-users.
- Provide remote assistance and guidance to users, including software installation, configuration, and troubleshooting.
- Collaborate with IT & Support teams to escalate and resolve complex technical issues.
- Contribute to the development and maintenance of the help desk knowledge base.
- Assist in evaluating and recommending improvements to IT processes and procedures.
- Stay updated on industry trends and technologies to provide the best support possible.
- Train end-users on application usage and best practices.
- Participate in on-call rotation for after-hours support, as needed.
- Communicate with vendors to resolve mobile device issues.
- Maintain detailed records of all device transactions, including serial numbers, user assignments, and dates of issuance and return.
Basic Qualifications
List the must have MINIMUM requirements to be considered for the position and ensure minimum quals fall within the minimum Leidos job code requirements. Example: Bachelors’ Degree with 6 years’ of applicable experience or 4 additional years’ of experience in lieu of degree. Must be able to obtain and maintain a TS/SCI Clearance. Must have 2+ years JAVA experience.
- Bachelor’s degree and 2 – 4 years of prior relevant experience or 6 – 8 years of prior relevant experience in lieu of degree.
- Experience managing multiple tasks in a dynamic environment.
- Strong critical thinking and problem-solving skills.
- Ability to establish effective working relationships with senior-level customers, technical staff, managers, and peers.
- Excellent communication and interpersonal skills.
- Proficient with MS Excel, PowerPoint, and MS Word.
- Ability to work independently and as part of a team.
- Proficiency with data management principles.
- Background in cross-functional team collaboration and briefing different audiences.
Preferred Qualifications
List additional skills and experience that is nice to have but not required.
- Familiarity with ServiceNow
- Familiarity with Six Sigma and other improvement methodologies
- Military experience, including Mil Spouse, Veteran or past DoD experience strongly desired.
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by Ronald Barron | Oct 16, 2023 | Uncategorized
Job Description
Title: Senior Quantitative User Researcher
Location: Remote US
Why Mozilla?
Mozilla Corporation is the non-profit-backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy-minded web browser, and Pocket, a service for keeping up with the best content online. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology. Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission to make the internet better for everyone. The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders only to our mission. Along with 60,000+ volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms.
About this team and role:
As a global, mission-based organization, we are engaged in promoting the promise of a free and open Internet with users’ needs at its core. The Firefox User Research team’s role is to uncover these needs and translate them into research findings for the product and design teams. We employ a mixed-methods approach to understand complex business needs and generate insights that drive product innovation.We are currently seeking a researcher who can conduct research to generate business insights about users. We are looking for someone who understands and is motivated by Mozilla’s mission and wants to be a part of improving people’s daily lives online. Are you deeply passionate about conducting meticulous, impactful research with outcomes that affect 100s of millions of users? If so, join us!
What you’ll do:
- As a member of the Firefox User Research team, conducting a variety of quantitative research on internet users to help Mozilla product leaders make decisions
- Leading end-to-end research design including scoping research questions, planning projects, writing surveys, gathering data, analyzing results, and communicating actionable, data-based recommendations
- Staging surveys and specifying recruiting criteria in paid panels as well as our in-product participant recruitment tool
- Access, analyze, and visualize moderately large data using R (required) and SQL (preferred)
- Conduct hypothesis testing, bivariate and multivariate statistics, power analysis
- Draw on your mixed-methods research experience
- Use your experience in large scale, broad, internet audience or tech-focussed products to inform your interactions with our partners in Product Management, Marketing, and/or Data Science
What you’ll bring:
- Designs and stages surveys using scientific survey principles and occasionally also uses other research methods (such as analysis of behavioral data from the product and moderated and unmoderated interviewing) as appropriate
- Can scope and specify actionable research plans in environments where the questions are ambiguous or multi-faceted
- Explains sampling and generalizability to stakeholders
- Works with external vendors, guiding research Mozilla may outsource
- Works with other research specialties such as qual researchers and data scientists as a peer contributor
- Can use research results to generate actionable, user-focussed product recommendations
- Has experience with attitudinal and behavioral data, knows what each is best to measure, and understands how they might be connected
- Has experience presenting to executive leadership, including storytelling to help them understand the meaning of research results
- Has the potential to be a leader and a mentor within the UR team as we develop our skills and areas of expertise
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by Ronald Barron | Oct 16, 2023 | Uncategorized
Job Description
Title: Product Manager, AI
Mach49 is the Growth Incubator for Global Businesses.
Mach49 partners with global businesses to build their growth engines through venture building, venture investing, strategic partnering, and targeted M&A. We are 100% focused on execution, helping our clients disrupt existing markets and create new ones to drive meaningful growth.
The Role
As the Product Manager for Pyxos, you will be leading the product vision, strategy, and execution for our ground-breaking AI-powered privacy compliance automation solution. Pyxos is designed to revolutionize the way businesses approach privacy compliance by streamlining and automating compliance with intricate privacy laws such as GDPR and CCPA. Our AI-driven platform acts as an “AI Compliance Officer”, interpreting and applying complex regulations to enable businesses to innovate freely with their data without risk.
In this role, you will be key in shaping the future of our platform that operationalizes privacy compliance. The Pyxos Platform integrates with a company’s unique data stack, automates data usage decision-making, regulates access to personally identifiable information (PII), and automatically handles data deletion requests. It’s a solution that not only understands privacy laws but also understands the unique data of our customers, making compliance seamless and efficient.
- Develop and implement the product roadmap for the Pyxos Platform, ensuring alignment with the overall product vision and strategy.
- Collaborate effectively with the engineering team to ensure that the platform’s design and development aligns with its intended function.
- Work closely with the VP of Product and other stakeholders to prioritize and sequence feature development based on a comprehensive understanding of privacy compliance requirements, resource availability, and business priorities.
- Incorporate a deep understanding of customer pain points around privacy laws into solution design and functionality to ensure robust compliance.
- Serve as the product owner in agile development processes, defining requirements, setting priorities, and accepting completed work.
- Conduct thorough market research and competitive analysis to inform product development decisions and ensure that the Pyxos Platform remains at the forefront of automating privacy compliance.
This is a contract role, with potential to convert into a permanent role.
Requirements
- 5-7 years of experience in product management and enterprise data systems, preferably within a technology or software development environment
- Solid technical background with the ability to engage with and earn the respect of engineers
- Strong understanding of enterprise data systems and data flows
- Experience working with AI technologies would be extremely advantageous
- Exceptional communication, leadership, and project management skills
- Proven ability to translate complex concepts into actionable plans
- Familiarity with agile development methodologies
- Knowledge of the complexities of data management and privacy compliance in a business environment is preferred
- Demonstrated ability to balance competing priorities and make decisions based on strategic objectives
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by Ronald Barron | Oct 16, 2023 | Uncategorized
Job Description
Title: Senior Engineering Manager, Storefront
Location: Remote
Who we are
Recharge is the leader in powering physical subscriptions, making it one of the most important ecommerce engines. Recharge powers over 50M subscriptions worldwide and has processed more than 10B in transactions. More than 15K brands such as Verve Coffee Roasters, Bokksu, Who Gives A Crap, Billie, and Bite Toothpaste Bits rely on Recharge daily to grow their businesses and delight their customers.
Recharge’s mission is to enable brands and merchants to form strong, lasting relationships with their customers through recurring purchases. As merchants seek ways to drive more direct sales and distribution through their channels and move away from a reliance on traditional online marketing strategies, Recharge has made it possible to grow businesses with seamless, recurring customer transactions.
Bootstrapped until 2020, Recharge is valued at over 2.1B dollars and is a double unicorn with a total raise of 277M dollars. Join us as we work with our merchants to define the future of ecommerce.
Overview
The Storefront Team at Recharge is responsible for storefront widgets. These inject Recharge features; Subscriptions, Bundles, and Loyalty benefits into our merchant’s checkout experience. They handle 2.5M+ sessions per day and are some of our highest scale components in our platform. Checkout performance is critical to driving merchant revenue. As a result our widgets require high performance and stability.
In addition to the front-end widgets, the team is also responsible for supporting back-end services consisting of a product CDN, products and plans api, product search, and product and contract sync.
Our Tech Stack: Python, Fastapi, Flask, Vue.js. React, Remix, GCP, SaaS, MySQL/NoSQL, Terraform, Docker, Kubernetes, Splunk, SignalFx, Sentry
Who you are
We recognize that there are a variety of personalities and work styles. Here are some facets of people who enjoy working at Recharge engineering:
- You love remote work, but not working alone. You love not commuting to work, but you also love collaborating to clarify, confirm, theorize, figure out, and decide on solutions to problems
- You love exploring ideas with rapid prototyping and prioritizing the ones that have an immediate business impact
- You love tackling challenges on different fronts like code, infrastructure, documentation, and evangelizing new testing tools and methodologies
- You love the fast-paced nature of the eCommerce world
- You love rapid iterative design, test and development while gaining context and understanding along the way. You can recognize when you know enough to take the next useful step to deliver value
- You are good with working around existing systems and developing solutions to new and difficult problems.
Execution: You want to get things done. You’re energized by getting product in front of customers, and prefer an iterative approach with regular deliveries to your stakeholders versus all-at-once major releases. You hold yourself and your team accountable for shipping regularly. You understand merchant feedback is key in building the right thing and are flexible to handle changes in direction.
Engineering excellence: You have experience leading teams in a variety of contexts, working with frontend, backend, infrastructure, and data. You’re confident reviewing your team’s PRs, discussing optimization strategies with them, and getting into the details as needed to make sure a high-quality product goes out the door.
Communication: You are a sound communicator across multiple mediums, including in-person, video, chat, and written documentation. You understand that a major part of your role as a manager is listening to others, synthesizing information, making decisions, and effectively communicating those decisions to others.
Pragmatic: You productively work with your leadership, your product counterparts, and your team to deal with the realities on the ground on a day-to-day basis. You know plans change and markets change, and you believe you have what it takes to respond effectively to them.
People management: Your presence levels up the team. You help other engineers make sound decisions, improve the way they collaborate with others, and stretch themselves. You set high standards on hiring because you know every hire changes the chemistry of the team, and you want your teams to consistently be improving.
Kindness and respect: You believe that there’s a right way to be a leader, and it comes from having respect for yourself, your team, your leaders, and your stakeholders. You trust your team to succeed, and when you need to give tough feedback, you do so in a direct, candid way that respects and elevates the recipient. You expect this same behavior from your own leadership.
Ambitious: You’re not going to be content in an engineering manager role forever. You want to succeed, and you want to do the right things to succeed with us. You’re looking for a role where you can make a meaningful impact.
What you’ll do
- Live by and champions all of our core values (#ownership, #empathy, #day-one, and #humility)
- Manage a first-class engineering team that will scale as the company and business grows, identifying and filling any team gaps
- Develop a team-oriented, supportive culture with a strong focus on creating a working environment that fosters collaboration, open communication, and delivering outcomes
- Be responsible for team output and hands-on day-to-day reviewing code
- Constantly improve team productivity, refine agile processes, and create methods to increase efficiency
- Investigate, analyze, and evangelize programming methodologies such as test-driven development
- Perform personnel management tasks for a team of developers, including performance reviews, compliance with company policies, mentoring, and helping plan career growth
- Train new software engineers on our best practices, standards, culture, and policies
- Guide the team through their own career development as the organization scales
- Collaborate with Product in setting roadmap and priorities to ensure deliverables are met as well as raising concerns identified early on
- Champion good habits (development techniques, security, tech debt balance, TDD, and agile habits) within your team; improve engineering standards, tooling, and processes
- Embrace rapid iterative design, testing, and development to gain context and understanding along the way informing the next useful step in delivering value
- Encourage active participation in all phases of the Product Development Lifecycle, and work with project management to remove impediments and provide visibility to stakeholders
- Apply your own knowledge and experience to work through engineering challenges
- Drive teams to succeed in the dynamic engineering environment of e-commerce
- Apply your own knowledge and experience to work through engineering challenges
What you’ll bring
- 7+ years of relevant development experience in fast-paced environments
- A knack for engineering simple solutions to solve complex problems
- Willingness to lean in as needed when duty calls
- Self-driven; pragmatic; a passion for taking ownership of your work and delivering outcomes
- Ability to work remote-first in a high-growth company
- Ability to demonstrate high self-sufficiency to take on and complete projects in a timely manner
- Experience mentoring junior engineers
- Track record of meeting schedules on time; clearly defining deliverables and timetables, with demonstrated ability to balance multiple priorities in complex environments and manage teams to successful project completion
- Demonstrated ability as an effective mentor and coach who understands how to successfully integrate into a team of talented developers
- Exceptional analytical, communication, and interpersonal skills
- Willingness to learn and experiment to reach a desired outcome
Qualifications
- Typically, 7+ years of relevant development experience in fast-paced environments
- 4+ years experience managing high-performing agile development teams
- 3+ years prior experience programming in at least one OO language (Python preferred)
- 2+ years experience in cloud-native environments such as GCP, AWS, or Azure
- Bachelor’s degree or equivalent experience
- Prior e-commerce experience preferred
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by Ronald Barron | Oct 16, 2023 | Uncategorized
Job Description
Title: Proposal Content Manager
Location: United States
Job Type: Fully remote
Salary: 75400.00 – 162700.00 /year
Job Description:
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
This role is a work from home opportunity, which can be based anywhere in the United States.
A successful candidate will play a critical role in the quality of our RFP responses and the efficiency of the whole team. The Content Manager continuously strives to increase their knowledge of products and the industry to produce meaningful, repeatable, high-value content.
The Content Manager partners with subject matter experts and key stakeholders to proactively maintain assigned content libraries within our Medicaid Content Library to further streamline the production of RFPs and increase accuracy of responses. Additionally, the Content Manager serves as a consultant for content in review to improve first draft development.
Individual Accountabilities
- Maintain expert understanding of areas of focus, competitive intelligence, and Aetna Medicaid products and services.
- Support the content management lifecycle by working with subject matter experts to plan, create, manage, deliver, socialize, audit, archive, and track content.
- Write, edit, and proofread new content in accordance with internal procedures, standards, and proposal guides.
- Support knowledge sharing and training efforts by engaging subject matter experts to provide demos and trainings to the proposal development team.
- Find opportunities to work with subject matter experts and proposal development team members to develop and incorporate new content into the Medicaid Content Library.
- Confirm content within the Medicaid Content Library is well-organized, current, searchable, and achieves end-user expectations.
- Collaborate with marketing and cross-functional teams to help identify areas to improve storytelling and Aetna s value proposition.
- Continually measure, monitor, and improve content delivery strategies; employing industry best practices and identifying opportunities to increase effectiveness and efficiency.
- Act as a consultant to proposal writers by providing guidance, information, insights, and recommendations to leverage content and improve responses for active proposals.
- Actively engage in team meetings and openly accept and share new ideas to drive innovation and creativity.
- Support the ongoing development of internal process and procedures.
Job Requirements
- Two plus years of experience in content management or proposal writing
- Two plus year of experience with Medicaid proposals
- Excellent written and verbal communications skills
- Knowledge and understanding of Microsoft Office products including SharePoint, Word, Excel, Teams, and PowerPoint
- Superior organizational, project management, analytical, and innovative problem-solving skills
- Extensive experience crafting convincing proposal responses
- Strong relationship building skills
- Self-starter with the ability to work well independently and as part of a team
- Knowledge and understanding of APMP and Shipley best practices
- Previous background working with a content management platform (Qvidian, RFPIO, Loopio, etc.) is preferred
- Ability to travel up to 15%
Competencies
- Superior writing skills and ability to create compelling communications that conform to the Aetna Medicaid Proposal Style Guide.
- Strong project management skills, with the ability to manage multiple deadlines simultaneously.
- Excellent oral and written communication skills and keen attention to detail.
- Curiosity and eagerness to inspire others, investigate, learn, collaborate, and innovate, while bringing a positive, flexible attitude.
- Demonstrated ability to work well across departments/levels including health plan leaders, proposal development, and marketing.
Education
Bachelor’s degree or equivalent experience
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