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Customer Resource Center Specialist

2 months ago

Mesa, United States Edupoint Educational Systems Full time
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.
o Handle inbound calls and manage workload to ensure clients receive timely responses.

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

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

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

o 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.