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Customer Support Systems ManagerEmployee

Startup   |   World Wide Workshop
We develop applications for learning with technology to empower youth to be leaders in the global knowledge economy.
  • Location: New York City
  • Date Posted: July 17, 2012

About This Job:

Position Available Immediately: Customer Support Systems Manager

The World Wide Workshop (501c3) seeks to hire a Customer Support Systems Manager to join an innovative and entrepreneurial team dedicated to transforming education with social media technology and game design. The position is based in NYC and reports to the Director of Technology.

About the Position

The full time Customer Support Systems Manager (CSSM) is the manager of five customer support systems and virtual tutors for Globaloria, the World Wide Workshop’s (the Workshop) flagship program in which participants (grades 5-12, youth and educators) learn to design and program educational video games through a social learning network. CSSM oversees a team of virtual tutors to ensure effective troubleshooting and online instructional support in a co-learning virtual environment. CSSM will learn the ins and outs of the Globaloria program and will advocate on behalf of users. CSSM will report to the team on issues raised through the systems, with suggestions for appropriate action that support digital learning and the development of scalable solutions. CSSM will also design and manage a volunteer program and create and lead a variety of related virtual trainings. CSSM interfaces regularly with external partners.

Job Responsibilities

CSSM is responsible for management and continuous improvement of five customer support systems:

  • Live Helpdesk
    • Manages a team of 4 virtual tutors who are supporting instructors and students in the use of a game design curriculum including troubleshooting coding issues about original learning games
    • Tracks, analyzes and reports on helpdesk metrics
    • Launches new HelpDesk support initiative for competition participation
  • User Accounts
    • Manages Globaloria email, blog, wiki, helpdesk and video streaming accounts
    • Leads thinking on ways to further centralize account management
  • Help Resource Production
    • Oversees production and quality of all help resources presented on the Globaloria learning platform
  • Gaming Experts/Corporate Volunteer Programs
    • Formalizes and systematizes end user support programs that involve industry professionals (volunteer and paid) who provide game-making support and mentorship
    • Manages, trains and oversees professionals engaged in these programs
    • Acts as liaison to Corporate Social Responsibility departments at participating organizations
  • ‘Expert Live’ Virtual Classes
    • Manages requests for instructional support webinars for classes, upon educator request
    • Establishes a pool of available expert talent (programming, game design, content area expertise) to lead requested sessions, and a system for scheduling sessions

Qualifications

  • 3-5 years experience in a technical support role, including at least 1 year of management
  • Demonstrated customer relations skills
  • Ability to manage a small team of HelpDesk virtual tutors who provide online instructional support to game design learners
  • Experience within the development cycle (from design to QA) of published computer games
  • Ability and desire to work with a diverse group of educators and students, primarily online
  • Proficiency with Help Desk systems (ZenDesk preferred)
  • Proficiency with Google Apps preferred
  • Proficiency with wikis preferred
  • Proficiency with HTML & CSS preferred
  • Knowledge of Flash, ActionScript 2.0 and JavaScript preferred
  • Excellent research and problem solving skills
  • Ability to provide clear and concise written answers
  • Ability to multi-task, set priorities, and meet deadlines
  • Interest in education reform, technology and belief in the organization’s mission
  • Energetic self-starter and team player who thrives in a start-up environment
  • BA/BS in related field, Master’s Degree a plus

About World Wide Workshop

We invent social media and digital technology applications to help youth and educators develop critical skills and knowledge to participate and contribute as leaders in the new global knowledge economy. Our programs, led by our signature innovation, Globaloria (www.Globaloria.org), empower educators to manage and master blended learning classrooms that help children learn essential 21st century skills like communication and collaboration, and build deep knowledge in STEM and global issues. Through our work with states, counties, communities, districts and directly with schools, we work to bridge the digital divide by cultivating engagement in 21st century learning and problem solving among all students, particularly those in economically underserved communities. Globaloria uses digital media to make learning transformative, fun and personalized for educators and youth, alike.

Our operational structure is set up to maximize potential impact in program sites. From our main office in New York City we maintain a lean, agile and virtual staff guided by the leadership of a core team and supported by tech and design consultants and a national network of researchers.

Please email cover letter, resume and references in one document to: jobs@WorldWideWorkshop.org

The World Wide Workshop is an equal opportunity employer and encourages applications from all qualified individuals including women, people of color, persons with disabilities, and lesbian, gay, bisexual, and transgender individuals.

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