Education Support Analyst

Education Support Analyst

CCS is ranked the #1 Technical Consultant by Long Island Business News. We continue to successfully provide network integration, technical personnel, support services, products solutions, and consulting, to our valued clients in the New York metro area. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.

We are seeking an Education Support Analyst to join our Application Services team. Salary: $45,000 - $55,000

Overview

The Education Support Analyst (ESA) plays a critical role in delivering high quality service and customer support to our Infinite Campus (K12 student management system) clients. Primary responsibilities include; providing first-level customer support of the software application (via phone and web support), rapid resolution of client issues, and delivering superior customer satisfaction. The ESA needs to be motivated, technically savvy and customer service oriented.

Responsibilities

• Act as the main point of contact for customers with questions, requests, or troubleshooting problems relating to Infinite Campus software.
• Provide technical support via the telephone and support portal.
• Verify support contact credentials and account service level agreements.
• Assist the customer by resolving the incident, redirecting the call, or escalating.
• Discuss details of incident with support contacts and verify replication on customer website. Triage and prioritize customer issues.
• Document all support incidents and customer requests in the tracking system in a timely manner and use the system to track all unresolved incidents.
• Keep customers advised on the steps being taken to resolve their incident or service request.
• Prioritize multiple tasks throughout the day as circumstances require, with supervision.
• Maintain technical product knowledge on existing and new products.
• Maintain department standards for attendance, coverage (including lunch), and volume and effectiveness of problem resolution.
• Other duties as assigned.

Desired Background

• BA/BS degree or equivalent work experience.
• Previous experience in a support center or customer service organization.
• Work experience with K-12 education.
• Experience with Infinite Campus student information system a plus+.
• Familiarity with web, Contact Management systems and PC based applications.
• HDI Support Certification a plus+.

Performance Expectations

• Able to demonstrate a professional attitude while providing outstanding, industry leading customer service.
• Dependable; representing a positive work ethic.
• Excellent written and verbal communication.
• Attention to detail; demonstrating consistent follow through with set processes and documented procedures.
• Able to work in a fast-paced environment with frequent software releases.
• Positive attitude.
• Able to problem solve while prioritizing effectively and efficiently; determine when to escalate issues with attention to detail.
• Collaborate; able to work with or deal with a variety of personalities while working towards a common goal.

This position is based in Hauppauge, NY.