Technical Services Analyst

The Team

At Edovo, our mission is to help everyone connected to incarceration build better lives. We’ve created a secure digital platform to expand education behind bars, reduce recidivism and to support the vocational, rehabilitation and communication needs of the 2.2 million people in jails and prisons. Users have access to thousands of hours of self-guided learning materials. Upon release, our learners have the option to continue their progress on the outside. Edovo offers courses in subjects ranging from basic literacy and GED to career exploration and cognitive behavioral therapy. We’re also building tools to keep people in touch with jobs, social services, friends, and family. Our team is committed to supporting opportunities for justice-involved people.


Don’t take it just from us. Awards, publications, grants, and partnerships all around the country are recognizing the momentum and impact of Edovo. A select few: Global EdTech Startup Champion in London out of 1,000+ competitors; GIIRS Platinum Rating for social impact; MacArthur Foundation Grant Award Winner; Forbes article feature; Chicago Community Trust grant award winner; Impact Engine portfolio member; SXSW Civic Tech Innovation Pitch Competition runner-up; Chicago Innovation "Up and Comer" Award winner; and so much more.


Check out a brief picture of our program from the perspective of the people who use it. Visit Edovo on Vimeo for more.

The Role

This role is responsible for ensuring our products and services are delivered as intended to our customers. This will be accomplished by: being a subject matter expert on our products and services, managing and supporting customer integrations, overseeing the process of making our educational content available to our learners, and troubleshooting customer issues.   


This role sits in Edovo’s Customer Services team, which is responsible for supporting and providing services to all of our customers. This means managing, triaging and troubleshooting general inbound service tickets as well as implementation responsibilities; ensuring our customers are supported and configured for success. 


GENERAL JOB RESPONSIBILITIES

  • Be the Operations Team’s go to resource for expected product and service delivery

  • Responsible for building and managing reporting through internal tooling to reflect service functionality

  • Responsible for implementing Edovo’s products and services at all customers: 

    • Configuring new customer deployments

    • Configuring and deploying all third party applications and integrations as needed

    • Responsible for the delivery of all educational, vocational and rehabilitative content for all customers

  • Triage and troubleshoot customer issues with integrations, products and service as reported by partners or facilities:

    • Communicate directly with all types of customers to ensure customer satisfaction

    • Resolve issues when possible and escalate to product or development teams as necessary  

Qualifications

MUST-HAVES

  • A passion for Edovo’s mission, excited to work alongside those that are impacted by incarceration, and a desire to work at a mission-driven organization

  • Excellent communication skills: can talk with both technical and non-technical peers and customers

  • Bring a collaborative problem-solving spirit to your work

  • Strong attention to detail

  • Self learner: ability to independently learn and work with a variety of systems; both in-house and off-the-shelf

  • Proficiency with SQL, log query languages or basic scripting 

  • An understanding of web based applications and how to use various tools to test and troubleshoot them

  • Technically savvy: experience with technical triage and troubleshooting

  • At least 2 years experience in a technical support, product analyst or customer service related role

NICE-TO-HAVES

  • Ability to prioritize tasks and issues independently in a fast-paced environment

  • Ability to synthesize actionable insights from complex data sets

  • Proficiency using at least one planning tool such as Pivotal Tracker

  • Experience using analytic tools such as Sisense or Tableau 

  • Basic understanding of UI/UX methodologies

  • Experience in a SaaS or Tech-based company

  • Prior experience working in or volunteering with organizations focused on rehabilitation, restorative justice, social equality, or adult education

Travel Requirements

Travel while COVID restrictions are in place is limited.  

Up to 25% travel time to assist in new facility deployments, new feature rollouts, or to help gather feedback for upcoming content-related features once travel restrictions are lifted. 

Physical Demands

No excessive physical demands required.

Other Details

  • Location: Chicago, IL or remote

  • Salary: Commensurate with experience

  • Department: Role reports to Director of Operations


Edovo is an impact driven private company. We offer our employees an exceptional workplace and fully paid benefits for team members and their families. We hire tenacious, innovative and passionate people and give them opportunities to grow and succeed. 


Teams with bold missions need diverse ideas to generate the most impact. For that reason, Edovo is committed to building diverse and inclusive work spaces. We don't discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. And yes, we believe in second chances.


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