Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. 100% Remote within the state of WIDescription:Position SummaryThe goal of this position is to increase support to the client's schools/districts for client reporting tasks as well as provide training and presentations related to several data applications. This position performs direct client data customer support services for schools and districts (LEAs) clients by responding to CRM cases (or “tickets”), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders.Goals and Work Activities:60% Customer Service Help Desk SupportServe as a customer service contact for schools and districts.Create, oversee and monitor requests, incidents and problem resolution using user support "ticketing" software.Monitor and support school/district reporting progress.Contact school districts when assistance may be needed.Work with school districts on their data submissions to client data.Help to ensure that data issues and errors are being resolved.Monitor the health of the data for districts using the client data portal and client dash.Review data quality reports leading up to the data snapshot.35% Customer Service TrainingInteract with internal and external customers.Collaborate with Technical Writer to maintain customer support documentation and contribute to statewide documentation such as FAQs and service desk tools.Create training videos and/or tutorials.Attend virtual or in-person conferences and workshops to present on client topics.Advise management on situations that may require additional client support or escalation.Maintain up-to-date training materials and strive to improve customer understanding.5% Professional Development and Other Tasks as Assigned1. Keep abreast of updates to applications and procedures.2. Participate in appropriate professional learning courses.3. Participate in meetings and training, including those associated to vendor user groups.4. Maintain awareness of operating procedures and environment of the team.5. Other duties as assigned.Knowledge, Skills, and Abilities:Knowledge of methods for gathering and understanding customer needs.Ability to maintain positive and courteous interactions with customers.Ability to make thoughtful, expeditious decisions in complex situations.Ability to interpret business logic and communicate technical requirements.Effective oral and written communication skills.Ability to work effectively in a team environment.Self-motivated with the ability to work independently.Ability to complete data health checks for the districts using visualizations and download files.Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.Ability to travel by car to meetings outside of the client area.Top Skills & Experience: 1-2 years experience in the followingServe as a customer service data reporting contact for schools and districts in the client.Create, oversee and monitor requests, incidents, and problem resolution using user support "ticketing" software.Work with school districts to help them understand how to use client data and client dash for data reviews.Openness to presenting training sessions, even better if experienced with doing soNice to have skills:Knowledge of student information system (SIS) software used within the client.Knowledge of client applications including client data Portal, client id, client dash and Ed-Fi Credential ApplicationUnderstanding of application programming interface (API) technologiesKnowledge of data warehousing and reportingAssist client data product owner in identifying client reporting process improvements through business process analysis.Provide on-site or virtual training when appropriate.Additional details:Experience working with education software systems at the school, district, or client levels is preferredAbility to work well independentlyNotes:100% RemoteThis position may have minimal travel (around 5-10%) to conferences, workshops, etc. as well as in-person work events.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Position SummaryThe goal of this position is to increase support to the client's schools/districts for client reporting tasks as well as provide training and presentations related to several data applications. This position performs direct client data customer support services for schools and districts (LEAs) clients by responding to CRM cases (or “tickets”), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders.Goals and Work Activities:60% Customer Service Help Desk SupportServe as a customer service contact for schools and districts.Create, oversee and monitor requests, incidents and problem resolution using user support "ticketing" software.Monitor and support school/district reporting progress.Contact school districts when assistance may be needed.Work with school districts on their data submissions to client data.Help to ensure that data issues and errors are being resolved.Monitor the health of the data for districts using the client data portal and client dash.Review data quality reports leading up to the data snapshot.35% Customer Service TrainingInteract with internal and external customers.Collaborate with Technical Writer to maintain customer support documentation and contribute to statewide documentation such as FAQs and service desk tools.Create training videos and/or tutorials.Attend virtual or in-person conferences and workshops to present on client topics.Advise management on situations that may require additional client support or escalation.Maintain up-to-date training materials and strive to improve customer understanding.5% Professional Development and Other Tasks as Assigned1. Keep abreast of updates to applications and procedures.2. Participate in appropriate professional learning courses.3. Participate in meetings and training, including those associated to vendor user groups.4. Maintain awareness of operating procedures and environment of the team.5. Other duties as assigned.Knowledge, Skills, and Abilities:Knowledge of methods for gathering and understanding customer needs.Ability to maintain positive and courteous interactions with customers.Ability to make thoughtful, expeditious decisions in complex situations.Ability to interpret business logic and communicate technical requirements.Effective oral and written communication skills.Ability to work effectively in a team environment.Self-motivated with the ability to work independently.Ability to complete data health checks for the districts using visualizations and download files.Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.Ability to travel by car to meetings outside of the client area.Top Skills & Experience: 1-2 years experience in the followingServe as a customer service data reporting contact for schools and districts in the client.Create, oversee and monitor requests, incidents, and problem resolution using user support "ticketing" software.Work with school districts to help them understand how to use client data and client dash for data reviews.Openness to presenting training sessions, even better if experienced with doing soNice to have skills:Knowledge of student information system (SIS) software used within the client.Knowledge of client applications including client data Portal, client id, client dash and Ed-Fi Credential ApplicationUnderstanding of application programming interface (API) technologiesKnowledge of data warehousing and reportingAssist client data product owner in identifying client reporting process improvements through business process analysis.Provide on-site or virtual training when appropriate.Additional details:Experience working with education software systems at the school, district, or client levels is preferredAbility to work well independentlyNotes:100% Remote
This position may have minimal travel (around 5-10%) to conferences, workshops, etc. as well as in-person work events.
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