Education Support Analyst
About The Position
The Education Support Analyst (ESA) plays a critical role in delivering high quality service and customer support to our Infinite Campus (K12 student management system) clients. Primary responsibilities include; providing first-level customer support of the software application (via phone and web support), rapid resolution of client issues, and delivering superior customer satisfaction. The ESA needs to be motivated, technically savvy and customer service oriented. Candidates must be willing to travel to Infinite Campus (Blaine, MN) for certification training as well as team building events as required. Other travel may be required.
Requirements
- BA/BS degree or equivalent work experience.
- Previous experience in a support center or customer service organization.
- Work experience with K-12 education.
- Familiarity with web, Contact Management systems, and PC based applications.
- Able to demonstrate a professional attitude while providing outstanding, industry-leading customer service.
- Dependable, representing a positive work ethic.
- Excellent written and verbal communication.
- Attention to detail; demonstrating consistent follow-through with set processes and documented procedures.
- Able to work in a fast-paced environment with frequent software releases.
- Positive attitude.
- Able to problem solve while prioritizing effectively and efficiently; determine when to escalate issues with attention to detail.
- Collaborate; able to work with or deal with a variety of personalities while working towards a common goal.
Nice To Haves
- Experience with Infinite Campus student information system a plus+
- HDI Support Certification a plus +
Responsibilities
- Act as the main point of contact for customers with questions, requests, or troubleshooting problems relating to Infinite Campus software.
- Provide technical support via the telephone and support portal.
- Verify support contact credentials and account service level agreements.
- Assist the customer by resolving the incident, redirecting the call, or escalating.
- Discuss details of incident with support contacts and verify replication on customer website. Triage and prioritize customer issues.
- Document all support incidents and customer requests in the tracking system in a timely manner and use the system to track all unresolved incidents.
- Keep customers advised on the steps being taken to resolve their incident or service request.
- Prioritize multiple tasks throughout the day as circumstances require, with supervision.
- Maintain technical product knowledge on existing and new products.
- Maintain department standards for attendance, coverage (including lunch), and volume and effectiveness of problem resolution.
- Other duties as assigned.
Benefits
- Medical and dental plans
- Company paid vision and short and long term disability plans
- Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
- 401K with employer match
- Tuition reimbursement
- Onsite fitness center (or gym membership reimbursement for client or satellite based employees)
- Company paid life Insurance
- Paid holidays and vacation
- Technical certification gift card rewards program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
