Software Support Specialist

Description

HOURS: Eight-hour shift M-F within 4:00 AM to 6:00 PM Arizona Time operating hours.

JOB PURPOSE:

To provide software technical support for the Synergy® product suite and related services to Edupoint clients through all phases of the customer lifecycle.

JOB SUMMARY:

The Customer Resource Center (CRC) Specialist I is the entry level position within the Customer Resource Center. This role provides technical software support and services for Edupoint’s web-based Synergy® Education Platform to client K-12 school district personnel by answering calls and email requests from customers. Daily tasks include resolving product issues, identifying product defects and enhancements, creating and communicating workarounds, and consulting with client districts to configure the Synergy suite to match their business practices.

JOB DUTIES:

Acquire and maintain a working knowledge of Edupoint’s products

Acquire and maintain knowledge of the Synergy Student Information Systems applications and tools

Acquire and maintain an understanding of current Customer Resource Center policies and practices.

Provide prompt, accurate and knowledgeable support to Edupoint’s customers by responding to, researching, and troubleshooting highly complex technical questions received via telephone calls, e-mails and through the “Help Desk” portal.

Handle inbound calls and manage workload to ensure clients receive timely responses.

Use available resources such as the Synergy® Help Desk Web Application, knowledge base, documentation etc., to research reported issues.

Communicate effectively in writing all the steps needed to reproduce errors or problematic behavior in applications using specified formats

Log activity to resolve issues, including customer interactions and e-mails in the Synergy® Help Desk Web Application.

Escalate issues when needed by following internal escalation protocol.

Communicate software bugs, installation problems and/or necessary software modifications to Development using the Synergy® Help Desk Web Application.

Assist other CRC Specialists with the resolution of complex issues.

Establish positive client relationships and ensure client satisfaction.

Attend internal training sessions.

Participate in Annual Users Conference Open forum as requested

Assist with other requests and/or special projects from Edupoint management.

Adhere to established departmental procedures at all times.

All other duties as assigned

JOB REQUIREMENTS-KNOWLEDGE/SKILLS/ABILITIES:   

*Knowledge:   

Proficiency in computer applications, such as Microsoft Word, Excel, incident tracking systems.

Understanding of relational databases.

Knowledge or background in K12 Education is highly desirable.

*Skills:                 

Extraordinary customer service skills with the ability to go beyond the client’s expectations.

Exceptional analytical skills and ability to utilize creative problem solving techniques.

Excellent business/technical verbal and written communication skills; must communicate in a clear and professional manner during telephone calls, e-mail communications and with peers.

Strong interpersonal skills.

*Abilities:                           

Ability to quickly learn new software and applications.

Ability to convey complex information so non-technical individuals can understand.

Ability to work in a dynamic, fast-paced environment.

Ability to multi-task in a fluid environment.

Positive attitude, self-motivated, enthusiastic, goal oriented, able to focus on details, diligent.

Ability to construct and execute SQL Statements and experience with software testing and software design specification are highly desirable.

RECOMMENDED INTERNAL PRE-QUALIFICATIONS:

None

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree or equivalent work experience in customer service and/or quality assurance.

Experience working with web-based applications (IIS).

Experience in a K-12 education environment is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

BENEFITS:

In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to):

• Medical Insurance w/Prescription Drug Coverage 
• Dental Insurance Vision Insurance 
• Generous Paid Time Off & Holidays 
• Long Term Disability Insurance Life & Accidental Death & Dismemberment 
• Paid Maternity & Paternity Leave 
• Bereavement Leave 
• Professional Development Opportunities 
• Onsite Flu Shots for Staff & Immediate Family 
• Stocked Kitchen w/Healthy Snacks & Drinks 
• TRP Carpool Program 
• Employee Assistance Program 
• Opportunities for Community Involvement 
• Employer and Employee Contributed Health FSA 
• Employee Contributed Dependent Care FSA 
• 401K Plan w/Company Matching & Immediate Vesting 
• Short Term Disability Insurance 
• Health & Wellness Program 
• Company Sponsored Fitness Challenge 
• Pet Insurance 
• Free Parking 

TYPICAL PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Work may require sitting for long periods of time; also stopping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel and some extended overnight trips in the performance of duties may be required. 

Edupoint Educational Systems is an Equal Employment Opportunity Employer. Edupoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.