Remote Working – Background

Posted In: Remote Life | Remote Work

This post is the 1st in a series of posts around remote working.  The entire series can be viewed here.

How did I become a remote worker?

In July 2015, I ended up switching jobs and going to work for an education technology company based out of California supporting their software on a national scale.  In my previous job, I supported this same software but the focus was instead on the schools in our organization who used the software.  In a whirlwind week, I ended up being hired for the new job and temporarily moving to California for five weeks for additional training.  After the additional training in person was completed it was back home to Ohio and the start of my adventure into remote working.

What do you do as a remote worker?

My role presently is to support our software (specifically the data and assessment module) through phone and ticket communication.  The topics are wide-ranging and vary on a seasonal basis which develops a theme of particular questions that we see both in our phone and ticket interactions.  As we are nearing the end of August, we are in full swing for back to school season with our schools.  This time of year usually involves assisting our schools in updating their scripts to generate 2018-2019 data (enrollment, rosters, teacher assignments etc.) and making sure that their imports are running.  We will also offer support for assessment creation, administration, reports and anything else that may come up at this time.

Do you focus on a specific area?

All of our support agents are trained in all areas of their assigned module but we certainly have specific areas where we have developed expertise.  This helps all agents have a “subject matter” expert who they can turn to if they run into questions while troubleshooting or want a second set of eyes to review an issue.  My areas of expertise are centered around data troubleshooting (Import Logs and Script Setup), Early Warning/Response to Intervention System, and training new support agents in understanding the data aspect of our system.

What hours do you work?

My hours are Monday – Friday from 7 AM – 4 PM Eastern with a one hour lunch scheduled.  We have staffed phone support from 7 AM – 8 PM Monday – Friday and can be reached via e-mail 24/7.

What do you do for an office?

This a question that will be covered in more depth in a later post.

Do you wear pants?

This is a funny question for sure but it is a question that comes up quite often when someone finds out you get to work remotely.  The answer to this question is that I have either shorts or pants on when I am at work.  I dress for the season being in Ohio which could mean that in the course of a single day I end up wearing both shorts and pants.

There are other questions which come up in the course of discussing with someone that you are a remote worker and those questions will be covered in other posts.  Please feel free to submit any questions via the comments area if you have any questions.

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