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This position, under the general direction of both the supervisor and manager, provides technical support for our award-winning K-
12 software systems. This position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction.
This position requires the employee to become proficient with all aspects of the application software functionality in order to accurately analyze, troubleshoot, diagnose and resolve software or system related issues.
This position will interact with customers via telephone and written internet based communication.
Duties and Responsibilities
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team
Logs and tracks calls using problem management database and maintains history records and related problem documentation
Meet and exceed established benchmarks and expectations
Prepares standard statistical reports, such as help desk incident reports
Consults with programmers to explain software errors or to recommend changes to programs
Stay current on all key support topics, including product knowledge and required technical and soft skills
May test software and hardware to evaluate ease of use and whether product will aid user in performing work
Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
All other duties as assigned
To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.
The requirements listed below are representative of the knowledge, skill and / or ability required.
Qualifications include :
3-5 years’ prior experience in a technical support role
Minimum 1 year experience in an escalations role
Proficient in Microsoft Office suite
Salesforce experience required (and Bomgar preferred)
Working knowledge of Jira and API
Familiarity with Cloud based technologies
Basic knowledge and understanding of SQL queries and relational databases
Strong attention to detail and time management
Strong oral and written communication skills
Strong customer service and conflict resolution skills
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Associate’s degree or equivalent work experience, Bachelor’s degree preferred
Ability to maintain positive attitude and foster a collaborative and unified work environment
Willing to work in Shifts and in 24X7 work environment