Service Desk Analyst Product Jobs

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Product Operations Support Specialist

Pansophic Learning Tysons Corner, VA 🇺🇸 Remote

Tysons Corner, VA

Today

$50k - $55k/yr Full time Application Support Edtech Support Help Desk

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Job Description

Product Operations Support Specialist will provide second-level, escalated support and coordination for curriculum and education technology systems used across schools.

Responsibilities

Handle escalated Zendesk tickets after initial triage and investigate issues tied to curriculum tools and education technology systems
Support and resolve problems across Learning Management Systems, Clever, Student Information Systems, and internal proprietary technologies
Escalate complex or unresolved items to the appropriate team member or vendor, then track through to resolution
Act as a knowledgeable resource for the helpdesk when guidance is needed on supported tools
Organize and maintain vendor communications, including tracking open issues and follow-ups
Schedule and manage vendor meetings, including preparing and distributing meeting agendas
Help coordinate vendor onboarding and routine check-ins
Create and maintain documentation for supported tools and processes, including help articles, SOPs, and FAQs and comment issue resolutions
Keep the internal knowledge base current as tools, processes, or vendor relationships change
Support the training team with logistics, materials, and scheduling for tool rollouts and ongoing training
Identify recurring support issues that indicate potential training gaps
Provide second-level support when issues span multiple systems or require coordination across teams
Partner with the Product Operations Manager and the broader Product Operations team on process improvements

Requirements

1–3 years of professional experience, ideally in support, operations, or coordination
K-12 education experience
Strong written and verbal communication skills
Highly organized with the ability to manage multiple tools, tickets, and vendor relationships
Comfort learning new software tools and systems quickly
Experience using a ticketing system (Zendesk and Jira preferred)
Ability to work independently in a fully remote environment

Technologies

Zendesk
Jira
Learning Management Systems
Clever
Student Information Systems
Internal proprietary platforms

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Life insurance
Long-term disability insurance
Short-term disability insurance
10 paid holidays annually
Paid Time Off for sick, vacation, and personal absences
4 unique health insurance plans to choose from

Preferred

College degree
Familiarity with Learning Management Systems, Student Information Systems, or Clever
Experience supporting or coordinating vendor relationships
Experience creating end-user documentation or training materials

Location: Tysons Corner, VA (remote)

Compensation: USD 50,000–55,000 per year

Experience level: 1+ years

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