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Go Live Success Specialist

4 months ago

Mesa, United States Edupoint Educational Systems Full time

K-12 District experience and experience on SIS platforms preferred.

Job Purpose:

To monitor newly implemented partner districts during their onboarding year to ensure a seamless transition from the Implementation team to Customer Resource Center support.

Job Summary:

The Go-Live Success Specialist is a senior role within the Customer Resource Center and is primarily focused on ensuring the success of small newly implemented partner districts during their first year using the Synergy Education Platform. Specifically, they are responsible for guiding or delivering multiple aspects of the client support experience as well as coordinating any trainings or escalations.

Go-Live Success Specialists personally troubleshoot support tickets submitted by their assigned districts as well as monitor tickets assigned to other specialists and in other product units. They also hold regular status calls with their clients to ensure a successful first year.

Job Duties:

§ Participate in customer account handoffs from Implementation as required

§ Monitor customer tickets assigned to other Product Units to ensure their issues are being resolved in a timely manner

§ Act as 2nd tier support for critical, longstanding, or escalated issues

§ Develop and maintain a proactive relationship with assigned Edupoint customers serving as the customer's point-of-contact within CRC and assist them with all issues and inquiries related to technical support of open tickets

§ Serve as the customer's advocate within our organization. Represent the customer's interests in internal meetings regarding product direction, company priorities, services offered, etc.

§ When working with an assigned district, work in a similar manner as Account Management to escalate tickets as needed or file Cabinet Notifications if required.

§ Provide consistent and comprehensive communication to supervisor and management team, including detailed status reports for all assigned accounts

§ When working with an assigned district monitor and work all assigned open support requests submitted by the assigned customer to ensure they are resolved in a timely manner and to the satisfaction of the customer.

§ 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

§ Conduct training sessions at Edupoint's annual Users Conference

§ Maintain expert knowledge of Synergy SIS

§ Provide prompt, accurate and knowledgeable support to Edupoint's customers by responding to, researching, troubleshooting, diagnosing and resolving highly complex technical questions received via telephone calls, e-mails and through the customer portal as required

§ Assist in handling inbound hotline calls as required

§ Assist CRC Specialists with the resolution of complex issues and serve as a mentor to them

§ Attend and assist as requested with internal training sessions

§ Comply with any and all other requests/special projects from Edupoint management

§ Adhere to established departmental procedures at all times

§ Other duties as assigned

Job Requirements-Knowledge/Skills/Abilities:

*Knowledge:

§ Working level competence in the use of the Microsoft® Office® suite of products, specifically Word®, Excel®, and PowerPoint®

§ Familiarity with K-12 Education preferred

§ Teaching or training experience preferred

*Skills:

§ Strong attention to detail

§ Effective oral and written communication skills

§ Solid interviewing and facilitation skills

§ Strong analytical abilities

§ Strong customer service orientation and skills

*Abilities:

§ Ability to work both independently and collaboratively

§ Well-developed ability to multitask

§ Ability to handle sensitive information appropriately

EDUCATION AND/OR EXPERIENCE:

§ Minimum of 3 years' experience in K-12

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

§ Minimum 2 years of expert knowledge of Synergy™ Product

CERTIFICATES, LICENSES, REGISTRATIONS:

§ None