Help Desk III / Customer Success Associate

Help Desk III / Customer Success Associate

Job Description

Hybrid

Description:

The client is looking for a Help Desk III.

Title/role: Partner Success Associate (Help Desk & Trainer)

Project Details: The goal of this position is to increase support to the client’s schools/districts for state reporting tasks as well as provide training and presentations related to several data applications.

Position Summary
The goal of this position is to increase support to the client’s schools/districts for the client reporting tasks as well as provide training and presentations related to several data applications. This position performs direct client 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 Support
1. Serve as a customer service contact for schools and districts in the client.
2. Create, oversee and monitor requests, incidents and problem resolution using user support "ticketing" software.
3. Assist the client product owner in identifying the client reporting process improvements through business process analysis.
4. Monitor and support school/district reporting progress.
a. Contact school districts when assistance may be needed.
5. Provide on-site or virtual training when appropriate.
6. Work with school districts on their data submissions to the client.
7. Work with school districts to help them understand how to use the client for data reviews.
8. Help to ensure that data issues and errors are being resolved.
9. Monitor the health of the data for districts using the client portal
10. Review data quality reports leading up to the data snapshot.

35% Customer Service Training
1. Interact with internal and external customers.
2. Collaborate with Technical Writer to maintain customer support documentation and contribute to statewide documentation such as FAQs and service desk tools.
3. Create training videos and/or tutorials.
4. Attend virtual or in-person conferences and workshops to present on the client topics.
5. Advise management on situations that may require additional client support or escalation.
6. Maintain up-to-date training materials and strive to improve customer understanding.

5% Professional Development and Other Tasks as Assigned
1. 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

1. Knowledge of methods for gathering and understanding customer needs.
2. Ability to maintain positive and courteous interactions with customers.
3. Ability to make thoughtful, expeditious decisions in complex situations.
4. Ability to interpret business logic and communicate technical requirements.
5. Effective oral and written communication skills.
6. Ability to work effectively in a team environment.
7. Self-motivated with the ability to work independently.
8. Ability to complete data health checks for the districts using visualizations and download files.
9. Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.
10. Ability to travel by car to meetings outside of the client area.

Nice to Have: Knowledge of student information system (SIS) software used within the client. Knowledge of the client applications including the client Portal and Ed-Fi Credential Application.

Top Skills & Experience: 1-2 years' experience in the following
- Serve as a customer service data reporting contact for schools and districts in Wisconsin.
- 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 WISEdata and WISEdash for data reviews.
- Openness to presenting training sessions, even better if experienced with doing so

Nice to have skills:
- Provide on-site or virtual training when appropriate.
- Understanding of application programming interface (API) technologies
- Knowledge of data warehousing and reporting
- Assist the client data product owner in identifying state reporting process improvements
through business process analysis.


Additional details:
- Experience working with education software systems at the school, district, or state levels is preferred
- Ability to work well independently


Notes:
Up to 90% remote with some in-person events and required presentations or workshops

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