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Edupoint Educational Systems, LLC · 3 weeks ago

Instructional Applications (IA) Customer Resource Center Specialist

Mesa, AZ

Full-time

Onsite

New Grad, Entry Level

Edupoint Educational Systems LLC is seeking a Customer Resource Center Specialist I to provide software technical support for the Synergy® product suite to K-12 school district personnel. The role involves resolving product issues, identifying defects, and consulting with clients to configure the Synergy suite to match their business practices.

Data ManagementEducationInformation ServicesSoftware

H1B Sponsor Likely

Responsibilities

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

Qualification

Synergy Education PlatformCustomer service skillsSQL StatementsK-12 Education knowledgeWeb-based applicationsAnalytical skillsMulti-taskingCommunication skillsInterpersonal skillsProblem solving

Required

Background in classroom teaching and technologies desired

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

Understanding of relational databases

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

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

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

Experience working with web-based applications (IIS)

Preferred

Knowledge or background in K12 Education is highly desirable

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

Experience in a K-12 education environment is preferred

Benefits

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

Company

Edupoint Educational Systems, LLC

Edupoint Educational Systems provides enterprise software solutions for K-12 data management, built on the most advanced technology in the industry.

Founded in 1984

Irvine, California, USA

201-500 employees

http://www.edupoint.com/

H1B Sponsorship

Edupoint Educational Systems, LLC has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2022 (1)

2020 (2)