K-12 Software Support Specialist

Edupoint Educational Systems LLC•Mesa, AZ

3h•Onsite

About The Position

Edupoint is hiring for its Instructional Applications & State Reporting teams. The Instructional Applications team focuses on technologies utilized inside the classroom by teachers, such as Analytics, Gradebook, LMS, Assessment, and MTSS, and desires former or current educators for their extensive knowledge and experience. The State Reporting team focuses on data within a school district that needs to be reported to the state and sometimes federal level within certain deadlines to ensure proper funding, and desires school admins/registrars. As a CRC Specialist I, you will serve as an important first line of support for Edupoint clients, responding to incoming requests, troubleshooting issues, and partnering with internal teams to ensure customers receive quick and confident answers.

Requirements

Strong customer service mindset, you enjoy helping people and solving problems
Solid written and verbal communication skills (explaining technical info clearly)
Comfort learning new software quickly in a fast-paced environment
Experience with standard business tools (Microsoft Office, ticketing/incident systems)
Bachelor’s degree or equivalent relevant experience

Nice To Haves

Familiarity with relational databases
Experience with web-based applications (IIS exposure helpful)
Background in K–12 education or supporting school/district environments

Responsibilities

Provide prompt, professional support via phone, email, and help desk portal
Troubleshoot product issues, reproduce reported problems, and document clear steps/results
Use internal tools (Help Desk app, knowledge base, documentation) to research and resolve cases
Log all customer interactions, notes, and outcomes accurately in the help desk system
Identify trends and communicate product defects or enhancement requests to Development
Share workarounds and configuration guidance to help districts align Synergy to their processes
Escalate issues appropriately following internal protocols
Collaborate with teammates and assist with more complex cases as you grow
Participate in training and occasional special projects (including the Users Conference Open Forum as needed)