Analytics Application Support Specialist

Edupoint Educational Systems LLC•Mesa, AZ

12d

About The Position

As an Analytics Application Support Specialist at Edupoint, your primary role is to provide support for all aspects of Analytics implementation, training, development, and ongoing client needs. You will assist customers with the scheduling of implementation events, enter district-specific configurations into the Analytics module, offer guidance for configuration modifications, and provide general support to customers through various channels such as email, phone, and virtual meetings. During the implementation phase, you will play a crucial role in organizing and tracking the implementation process to ensure that all teams meet development timelines. You will also lead virtual meetings and trainings to support customers throughout the implementation and post-implementation phases. In addition to customer support, you will provide internal support for staff professional development training and guidance. You will contribute to product development efforts by completing Edupoint Quality Assurance tests to ensure that product releases meet or exceed quality standards. As an Analytics Application Support Specialist, it is important to adhere to and promote all Edupoint guidelines to ensure consistency and quality in the support provided to customers. Overall, your role will involve providing functional support, organizing and tracking implementation processes, leading virtual meetings and trainings, and contributing to staff professional development and product development efforts.

Requirements

K-12 education knowledge preferred
Knowledge of student information systems, electronic gradebooks, instructional management systems, assessment systems a plus
Strong technical background and experience with Google, Office Suite, Camtasia and video editing skills are a plus
Synergy Instructional Application knowledge preferred
Excellent listening, communication, phone, & email skills
Excellent verbal and written communication skills required
Must possess a positive attitude, patience, focus & conflict-resolution skills.
Must be people oriented and possess organizational and problem solving skills.
Must be flexible and able to perform a variety of duties and multi-task.
Must have strong attention to detail, analytical and time management skills.
Ability to work as part of a team effectively
Ability to effectively communicate technical concepts to non-technical trainees
Bachelor’s degree or one to two years related experience and/or training; equivalent combination of education and experience

Responsibilities

Timely communication with customers
Record & track meeting notes and events
Schedule and organize implementation events
Configure the Analytics module setup according to district decisions
Lead Implementation virtual meetings
Provide Analytics support for post-implementation clients
Provide virtual training
Collect customer information and analyze customer needs
Build sustainable relationships of trust through open and interactive communication
Greet customers warmly and ascertain problem or reason for calling
Work closely with the Synergy Analytics team to schedule implementation events and report customer satisfaction
Work with Analytics Team and the clients to review and modify the product setup according to client needs
Answer incoming email/phone questions from implementation customers regarding Analytics
Attend and record project meetings with implementation and post-implementation Analytics customers
Create specialized documentation for each customer
Maintain competency in all areas of the application as new features are added
Participate in the creation and maintenance of documentation and materials
Accurately document customer interactions and publish these documents for review by the Management Team
Lead or assist in module presentations during Edupoint Users Conference
Plan and present virtual Analytics Webinars
Write and execute functional and regression tests and required release documentation
Track defects and coordinate defect/issue resolution
Ensure QA defined policies and procedures are followed on an ongoing basis
Retain and demonstrate application knowledge in assigned product area
Other duties as assigned