We’re looking for a detail-oriented AP Support Specialist to manage and track escalation requests for an Advanced Placement (AP) program. You’ll work closely with the Senior Director of AP Outreach to ensure that all support requests are properly logged, routed, and resolved in a timely manner. This role requires strong project management skills, excellent communication, and proficiency with Smartsheet.
AP Support Specialist (Remote - Texas)
📍 Location: Remote (Texas, EST)
📅 Duration: Long term contract through the end of the year
Key Responsibilities
✅ Manage Escalation Requests
- Review incoming support requests and categorize them in Smartsheet.
- Ensure all necessary details are included and request additional information if needed.
- Provide acknowledgment and status updates to request submitters within one business day.
✅ Monitor & Track Resolution Process
- Route requests to the appropriate team and track daily progress.
- Ensure escalations are resolved within five business days, or escalate to leadership.
- Provide regular updates to stakeholders and maintain clear documentation.
✅ Maintain & Improve Smartsheet System
- Keep Smartsheet records updated with the latest status information.
- Generate weekly reports for leadership on outstanding escalations.
- Identify opportunities for system improvements and work with the Senior Director on enhancements.
What We’re Looking For
✔️ Bachelor’s degree (Project Management certification like PMP is a plus).
✔️ 4-5 years of project management experience, preferably in an educational setting.
✔️ Strong attention to detail and problem-solving skills.
✔️ Exceptional written and verbal communication skills.
✔️ Ability to manage multiple projects and meet deadlines.
✔️ Experience with Smartsheet (JIRA experience is a plus).
Why Join Us?
🌟 Make an Impact – Help expand access to AP courses for students nationwide.
💻 Fully Remote – Work from anywhere in Texas on Eastern Standard Time.
📈 Professional Growth – Gain experience in a mission-driven educational organization.
🔹 Ready to Apply?
