Product Support Specialist
Product Support Specialist
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Job Description
Department: Behavioral Research and Teaching
Classification: Info Technology Consultant
Appointment Type and Duration: Regular Ongoing
Salary: $17.52 $27.81 per hour
FTE: 1.0
Review of Applications Begins
March 26 2025; position open until filled
Special Instructions to Applicants
To ensure consideration complete applications must include the following along with the online application:
a cover letter that clearly explains how your skills and experience meet the minimum qualifications and any preferred qualifications.
The online application includes the name and contact information for at least three professional references. Candidates will be notified before references are contacted.
Department Summary
Behavioral Research and Teaching (BRT) a research unit within the University of Oregons College of Education investigates a variety of problems related to teaching and learning. We offer teaching and learning solutions to improve K12 education for students teachers and administrators. We focus on developing technologybased information systems with three primary goals: (a) improve basic skills assessments so that all students can read write and compute; (b) enhance learning of middle and secondary content subject matter so that all students have the opportunity to develop a broad knowledge base; (c) provide accessibility to largescale testing so that all students can demonstrate their proficiencies on state and local achievement standards.
BRT is committed to improving education for all students through assessment and information systems. We concentrate on student learning information systems and teacher decisionmaking by researching and developing basic skills and content assessments and supporting accessibility to state accountability systems that document academic standards proficiency. The software distributed by BRT is used by overstudents and 160000 teachers across the United States.
For the past decade BRT has operated with approximately 2 million dollars of annual revenue from federal grants state contracts and educational software sales generated through multiple revenue streams. These software platforms provide teachers cuttingedge assessment systems for wide scale adoption and development of effective educational programs. See http://brtprojects and https://brtapps.
Position Summary
The Product Support Specialist is the primary position responsible for assisting customers in the use of our software and developing resources for the system. This position also develops and maintains user documentation manuals trainings frequentlyaskedquestions sites and marketing for BRT products. In addition this position assists with BRT publications and research projects to accomplish BRT objectives.
Typical work activities associated with this position include but are not limited to serving as the liaison between customers and the software development teams independently communicating (email and phone) with individuals and groups at all levels of the K12 education to interpret information and respond to inquiries provide direction and resolve issues. This position also communicates on a regular basis with the software development teams including the Director and CoDirector who manage the product. This position reports directly to the Business Manager.
This position is a vital member of the BRT Research team and must exhibit professionalism and create effective relationships for problemsolving and positive interactions. This position requires skill in interpreting explaining and clarifying software processes rules and procedures to faculty staff and customers. This position requires a commitment to maintain the highest ethical standards within BRT and the University.
Minimum Requirements
This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science information systems educational technology communications or related fields or similar certified course work in applicable fields of study and at least one year of related work experience.
Professional Competencies
Strong communication skills in interpreting user needs and providing appropriate solutions in clear written form (email and manuals).
Ability to independently manage a highvolume workload with attention to detail organization and time management.
Ability to communicate effectively with individuals from diverse backgrounds and cultures.
Ability to handle sensitive and confidential situations.
Ability to interpret laws rules policies and procedures and be able to apply these interpretations to specific nonroutine situations.
Strong administrative skills and proficiency with MS Office and Adobe suite of software.
Preferred Qualifications
One year of customer support (inperson online or by phone).
Bachelors Degree.
Experience providing technical support related to webbased applications and/or technology.
Experience in K12 education system or with educational software.
Experience creating and maintaining detailed documentation.
FLSA Exempt: No
All offers of employment are contingent upon successful completion of a background check.
This is a classified position represented by the SEIU Local 503 Oregon Public Employees Union.
The University of Oregon is proud to offer a robust benefits package to eligible employees including health insurance retirement plans and paid time off. For more information about benefits visit University of Oregon is an equal opportunity affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply and does not discriminate on the basis of any protected status including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process please contact us at or.
UO prohibits discrimination on the basis of race color religion national origin sex sexual orientation gender identity gender expression pregnancy (including pregnancyrelated conditions) age physical or mental disability genetic information (including family medical history) ancestry familial status citizenship service in the uniformed services (as defined in federal and state law) veteran status expunged juvenile record and/or the use of leave protected by state or federal law in all programs activities and employment practices as required by Title IX other applicable laws and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Office of Investigations and Civil Rights Compliance. Contact information related policies and complaint procedures are listed here.
In compliance with federal law the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at Experience:
Unclear Seniority
Employment Type
Full-Time
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