What You Will Do
The Bilingual UPK Provider Support Specialist serves as a primary contact for preschool providers and school districts participating in Colorado Universal Preschool. This role provides high-quality customer service, program support, and hands-on technical assistance to help providers successfully participate in the program.
The Specialist will work closely with providers and district staff to support onboarding, online profile setup, profile updates, student enrollment activities, and ongoing participation requirements. The role requires comfort communicating by phone, strong written communication skills, and the ability to explain program requirements and technology workflows in a clear, patient, and service-oriented manner.
At times of lower contact volume, the Specialist may support related eligibility, enrollment, provider outreach, data quality, or program operations activities. This position reports to a program manager and will receive support from senior team members while developing subject matter expertise in UPK provider participation and enrollment workflows.
Primary Responsibilities
· Serve as a bilingual support contact for preschool providers, school districts, and other program partners participating in UPK.
· Provide hands-on technical assistance to providers setting up, updating, and maintaining online program profiles and required information.
· Support providers and school district staff with student enrollment activities, enrollment changes, status questions, and participation requirements.
· Respond to provider and district inquiries through Zendesk, phone, email, text messaging, and other support channels with timely, accurate, and professional service.
· Guide users through online workflows and troubleshoot common profile, enrollment, and system access issues.
· Use the UPK Colorado administrative portal and related systems to review provider, district, family, and enrollment information to inform customer support.
· Clearly explain program eligibility requirements, policies, timelines, and procedures to diverse stakeholders, including when information is complex or sensitive.
· Document customer questions, issue types, troubleshooting steps, and resolutions in the ticketing system according to standard protocols.
· Route or escalate complex issues to senior specialists, program managers, partner organizations, or technical teams while maintaining appropriate follow-up with the customer.
· Participate in ongoing training to gain and maintain subject matter expertise and contribute to standard operating procedures, templates, and support resources.
· Meet key performance indicators for friendly, timely, accurate, and high-quality customer service.
· Identify recurring questions, barriers, and workflow pain points and recommend communications or process improvements to enhance provider and district support.
· Support outreach projects for program participants, such as calling providers or districts, sending individualized reminders, or helping confirm enrollment or profile information.
· Provide cross-functional project support for other enrollment, eligibility, or publicly funded program operations as needed.
Who We Are Looking For
· You are service-oriented and professional. You enjoy helping customers, can remain patient and calm, and are committed to providing accurate, respectful, and timely support.
· You are comfortable speaking on the phone. You can confidently talk with providers, school districts, families, and partners, and you know when a phone call may be more effective than an email.
· You write clearly and thoughtfully. You can draft professional emails, ticket responses, reminders, and support notes that are clear, concise, and appropriate for the audience.
· You have technical assistance experience. You are comfortable guiding users through online systems, troubleshooting access or workflow issues, and explaining technology steps in plain language.
· You are a natural problem solver. You can evaluate options, try reasonable solutions, document what you learn, and ask for help when clarification or escalation is needed.
· You do not shy away from technology. You can learn new databases and computer applications, including help desk platforms, CRM systems, Microsoft Teams, portals, and other web-based systems.
· You are flexible and adaptable. You can shift priorities as program needs change and stay focused in a fast-moving public program environment.
· You are detail oriented. You understand the importance of accuracy, confidentiality, and professionalism when working with program, provider, family, and student information.
· You are a team player with a desire to learn and grow. You like rolling up your sleeves, learning the details of your work, and contributing to a collaborative team environment.
Qualifications
· Bilingual English/Spanish fluency required, including strong verbal and written communication.
· Minimum of two years of customer service, technical assistance, call center, help desk, program support, case management, office support, or related experience.
· Demonstrated experience providing technical assistance, user support, training, or step-by-step guidance to external customers or partners.
· Comfort communicating by phone with customers throughout the day and ability to de-escalate or navigate complex questions professionally.
· Strong written communication skills, including the ability to draft clear customer responses and document issue resolution accurately.
· Experience using web-based systems, customer support platforms, CRM systems, databases, Microsoft Office, Microsoft Teams, or similar tools.
· Strong critical thinking, troubleshooting, organization, and attention to detail.
· Bachelor’s degree preferred or relevant educational/work background in customer service, technical assistance, early childhood education, public benefits, public administration, case management, or program coordination/operations.
Highly Preferred Experience
· Experience working with preschool providers, school districts, early childhood education programs, licensed child care providers, or community-based organizations.
· Experience with public funding programs, government-funded services, grants, benefits programs, or publicly administered education or family support programs.
· Experience supporting enrollment systems, online application systems, provider portals, CRM platforms, Zendesk, Salesforce, or similar customer support technologies.
· Experience conducting virtual trainings, providing one-on-one technical assistance, or developing customer support resources.
· Familiarity with Colorado Universal Preschool, CDEC, early childhood education systems, or provider participation requirements.
Who We Are
At MetrixIQ, we believe the most successful program operations are delivered by bringing people, process, and technology together for thoughtful solutions. We are an innovative provider of business operations and technology solutions to state and local government entities and nonprofits, primarily in early childhood education funding. We pride ourselves in our ability to deliver smart and efficient services for the full life-cycle of funding programs—from application and eligibility, enrollment, payment, data management, reporting, and related operations.
We are a small, passionate team with a mission-driven backbone. We are committed to implementing policies and practices that leave a long-lasting impact in our communities. We embrace diverse perspectives and backgrounds within our team, with our clients, and from those we serve to implement equitable solutions, because we firmly believe the best success stories are when many voices are represented at the table.
Why Join Us?
We offer a tight-knit and supportive working environment with frequent opportunities to collaborate and learn from teammates. We take the time to get to know each other and have fun, while also working hard individually and as a team. Our work has a direct benefit to the communities we serve, and team members have opportunities to grow as they become subject matter experts and take on new responsibilities and projects.
At our company, our core values—respect, accountability, and outcomes—guide our operations. We are committed to implementing policies and practices that leave a lasting impact on our communities and to building inclusive solutions shaped by diverse voices and perspectives.
Pay: $21.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in Denver, CO 80202
