Field Service Representative

Remote - Nationwide Remote, NJ

AZTEC COMPANY MISSION

Aztec provides the highest quality adult basic education solutions, designed with the adult learner in mind. The Aztec Learning System and the Aztec Continuum of Learning allow every student the opportunity to feel empowered by his or her education. Aztec is committed to ensuring that NO student is left behind.

Job Summary:

Field Service Representatives (FSRs) are responsible for ensuring that our clients fully receive the support needed to implement and use our portfolio of academic solutions. FSR's equip our clients with the necessary skills to gain the maximum value from their digital solution to improve teaching and learning outcomes. FSRs should be adaptable and experienced in working in a fast-paced environment, handling large volumes without sacrificing quality.

Essential Functions

Client Onboarding

  • Lead the onboarding process for new clients, ensuring they are effectively introduced to our solution comprised of invested-upon products, platform and associated features, functions and capabilities.
  • Provide resources to clients based on their implementation goals and solutions to support onboarding and drive adoption for all purchased products and services.

Relationship Management:

  • Build and maintain strong, long-lasting relationships with clients, understanding their needs and goals.
  • Serve as a client advocate internally, ensuring client needs are understood and addressed by the product and development teams.

On-Going Support:

  • Analyze data daily to establish which customers to proactively contact and assist with implementation and/or using all purchased products with fidelity.
  • Streamline communication internally with other teams to ensure that the customer has outstanding onboarding and implementation experience.

 

Support and Troubleshooting:

  • Provide timely and accurate responses to client inquiries, troubleshoot issues, and escalate complex problems as necessary.

Product Training:

Conduct training sessions and create resources to help clients maximize the use of our platform.

Product Visibility

  • Initiate calls to clients as assigned and ensure prompt implementation of online courseware and license usage.
  • Respond to incoming customer product questions and provide limited tech support.
  • Assist educators with various learning models to include blended models.
  • Evaluate and analyze data to identify opportunities and need for support.
  • Share educational best practices with customers.
  • Engage clients in educational meetings on product usage and implementation.
  • Provide professional development and training to clients via in-person (on-site) and web-based presentations.
  • Document activities in company CRM software.
  • Develop and maintain long-term client relationships.
  • Display thorough knowledge of adult education standards (national, state and, local).
  • Communicate internally and externally to influence sales, marketing, and product development.
  • Perform duties with limited (minimum) oversight.
  • Collaborate with team members during development, testing, and post-live processes.
  • Available to travel up to 60% of the time (when applicable).

Essential Education, Skills and Experience

  • Bachelor's degree preferred.
  • Two years of experience in Adult Education classroom, or an administrative role preferred.
  • Strong proficiency with commonly used technologies (e.g., Microsoft Office) and an ability to master new software applications as needed.
  • Pleasant phone manner and comfortable with web-conferencing platforms to connect with clients.
  • Strong organizational skills and an aptitude for assessing the needs of educators and organizations.
  • Effectively communicating with a variety of stakeholders to include educators and administrators.
  • Forming and maintaining strong relationships with clients, ensuring client satisfaction with delivered services.
  • Outstanding written, verbal and interpersonal communication skills.
  • Detail-oriented.
  • Excellent communication, technical, analytical, and problem-solving skills with a sense of commitment to accuracy.

Physical Requirements

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards including meeting qualitative and/or quantitative productivity standards. 
  • Ability to maintain regular, punctual attendance consistent the ADA, FMLA and other federal, state and local standards.
  • Must be able to lift and carry up to 50 pounds.
  • Must be able to talk, listen and speak clearly over phone and other communication methods.
  • May require you to be stationary sitting at your desk for long periods of time.