Technical Support Specialist, AP Classroom User Support
Core
First-line technical support specialist for AP Classroom, an LMS serving 180,000+ teachers and 3.5M+ students, distinguishing user errors from technical bugs and providing timely resolutions.
Role type
Technical Support Specialist (LMS)
Builds
AP Classroom platform updates and bug fixes
Domain
Education Technology (LMS)
Deliverable
client delivery
Required skills
Salesforce case management, email template creation, SaaS support, LMS technical queries, root cause analysis, Jira ticket creation, bug escalation, process-oriented mindset
Preferred skills
Process improvement, SaaS application support
Technologies
Salesforce, Jira, Slack
Responsibilities
Review and triage incoming support requests from students, teachers, and administrators; investigate reported issues to provide resolution or process bug/enhancement requests; create Jira tickets for bugs and enhancements; communicate with product teams for site-wide issues; manage case statuses and follow up with customers; escalate course content inquiries to curriculum experts.
Seniority
Individual Contributor