Support Is Our Superpower

Seventeen years in public education will teach you a lot—and being a high school testing coordinator taught me this: when you’re in the thick of testing season, you don’t have time for clunky systems or unreturned phone calls. You need tools that work and people you can count on.

That’s exactly why I believe in what we do here at Education Advanced. Yes, TestHound is an incredible product—but it’s our support team that turns it into a true superpower.

How I Got Here: The Full-Circle Journey

Before I joined Education Advanced in 2019, I was using TestHound in the field. I remember my district testing coordinator (DTC) planned to come train me, but by the time she got to my office—I’d already figured it out. I went through the Help tab, explored the system, and trial-and-errored my way through PSAT and ASVAB setup. From that moment on, TestHound was my testing lifeline.

It worked so well, and it made me better at my job. That’s why I’m so passionate about helping others use it now.

Even after joining EAI, I never stopped learning. I earned my doctorate while working here, researching afterschool programs and how they support student success. My research confirmed what my heart already knew: when students—and educators—have the right support, amazing things happen.

Support That Starts From Day One

When a district becomes a TestHound customer, support isn’t a phase—it’s a relationship. It starts from the very beginning with a personalized onboarding process, where we meet with your team to understand your specific needs, timelines, and goals. We tailor training accordingly, because no two districts—or testing coordinators—are the same.

We offer:

• Dedicated onboarding sessions for tools like Autopilot (accommodations automation) and Performance Tracker (assessment score tracking). ‍
• Step-by-step campus-level trainings, where your team doesn’t just watch—they do the work alongside us and leave with real results. ‍
• Walkthroughs for test configuration, so your team knows exactly how to set up testing days, assign rooms, and account for accommodations.

By the end of onboarding, you’re not just trained—you’re empowered.

Continued Help, However You Learn Best

Educators are learners at heart—and we design our support to meet all kinds of learners:

• Visual? We’ve got step-by-step guides with screenshots.
• Prefer videos? Check.
• Like to talk it out? Call us or submit a ticket. We’re here.

And if you ever want a little more white-glove support, our Professional Services packages let you schedule personalized time with a Customer Success Manager to meet your specific goals—whether you’re onboarding new staff or revisiting how you’re using the system mid-year.

We also host weekly tune-ups, open Zoom working sessions where you can pop in, ask questions, or get help in real time. It’s like office hours—for testing pros.

Relationships Matter—and They’re Real

One thing I love? Our customers know us by name. And we know them. We eat dinner together at conferences. We send check-in emails just because. And we truly celebrate each other’s wins—because we’ve been in their shoes.

At the Texas Assessment Conference, I see fellow testing comrades and we pick up like old friends. It’s not just customer service—it’s community.

We’ve also launched newsletters to keep customers in the loop, and we listen—really listen—to enhancement requests. Many of our product features have come directly from customer suggestions, and that feedback helps shape our roadmap.

Why We Do It This Way

We do it this way because we’ve lived it. Our team is full of former educators—people who know what it’s like to be under pressure, trying to do right by every student and every test window. We know how it feels to need a system that works—and a support team that shows up.

That’s why we’re not just here to answer your call—we’re here to stand beside you.

I started as a testing coordinator just trying to figure it all out—clicking through the Help tab, learning by doing, and hoping I was getting it right. Now, I get to be the person on the other side of the screen, helping others feel confident and supported from day one.  

That full-circle moment isn’t lost on me. I know what it’s like to need a lifeline, and I’m proud to be part of a team that shows up, listens, and lifts educators up—because that’s what they deserve.