We are seeking a full-time Customer Support Analyst to join our team to provide exceptional customer service and software support for our multi district K-12 Synergy Student Information System (SIS). Prior experience with Synergy and Synergy SE desired.

Department: Technology Services

Reports to: Technology Services Supervisor

Classification/Range: Classified/Range 15 (Moved to Range 17 effective 7/1/2024 pending Board approval)

Schedule: 260 days per year (year-round), 8 hours per day

Interview Timeline: Interviews offered on a rolling basis starting June 24th or as soon as applications are received.

Anticipated Start Date: July 1st, 2024 or as soon as possible.

POSITION PURPOSE:

This position is responsible for providing day-to-day software application system support to designated customers/users. Responds to inquiries of a technical nature and handles problem resolution that may require follow-up and/or escalation to a higher level of expertise. 

ESSENTIAL JOB FUNCTIONS:

1. Perform all tasks related to providing day-to-day software application system support to designated customers/users.
2. Respond to inbound requests for customer/user support and issues.
3. Proactive monitoring of customer environments to identify potential problems.
4. Identify, prioritize, troubleshoot and problem solve to determine root cause of issues and/or escalate as necessary. 
5. Assure that customer/user needs and unresolved problems are properly escalated and communicated.
6. Monitor, document and follow-through on the resolution process in a timely manner.
7. Work as part of a team and serve as a resource in the escalation of customer support requests. 
8. Perform quality assurance tasks for new functionality and software releases. Identify and document software defects and enhancements. 
9. Translate customer business needs to actual system capabilities, limitations, and processes.
10. Identify impact to software application systems based on changes to state and federal regulations. 
11. Train customers/users in supported software application systems, including creation of training materials and documentation.
12. Communicate, coordinate, and collaborate with multiple stakeholders (both internal and external) to ensure deadlines, goals, and objectives are met. 

OTHER JOB FUNCTIONS:

1. Maintain an in-depth knowledge of customer requirements and MESD supported applications and hardware.
2. Attend department and other staff meetings.
3. Perform other related duties as assigned.

ESSENTIAL QUALITIES:

Equity: Lead and support regional equity initiatives

Vision: Lead with vision, follow-through and student focus. 

Trust: Develop trust among coworkers and students through honesty and fairness. 

Communication: Communicate in an inclusive, effective and collaborative manner. 

Personal Qualities: Be respectful, excel in customer service, caring, humble and courageous. 

Agency-wide perspective: Be involved in and supportive of continuous overall improvement of MESD programs and services.

Attendance: Daily and consistent attendance and punctuality are paramount as this provides consistency and alignment with students, peers and programming outcomes. 

MINIMUM QUALIFICATIONS, SKILLS, AND ABILITIES:

1. Ability to understand the purpose and detailed functionality of a software application system.
2. Ability to analyze problems, provide recommendations, and implement solutions with a high degree of accuracy.
3. Must take the initiative to be a self-starter and work with minimal supervision.
4. Strong organizational and multitasking skills.
5. Strong PC skills including experience with Google Apps and familiarity with Microsoft Office products (especially Excel and Word).
6. Strong interpersonal skills and works well in a team environment. 
7. Ability to communicate fluently in English, verbally and in writing.
8. Ability to read, analyze and interpret professional journals, technical manuals or governmental regulations.
9. Ability to write professional business correspondence and procedure manuals.
10. Ability to understand and maintain security and confidentiality of customer information following department, agency and State/Federal standards, such as HIPAA and FERPA.
11. Willingness to attend and participate in meetings.
12. A minimum of three years of experience, similar functions, or knowledge.

WORKING CONDITIONS:

Work is performed in an office and computer-operating environment; involves sitting, walking, lifting up to 40 pound loads, and requires hand/eye coordination in the efficient operation of computers and related equipment.

PHYSICAL DEMANDS: 

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires the ability to sit and utilize a computer (mouse, keyboard, screens, etc.) for prolonged periods of time. Occasional lifting, stooping, kneeling, and walking are required for job duties related to position.

BENEFITS: 

• District pays full medical, dental and vision premiums for eligible employees and dependents. Two medical insurance plan options: 

• Group Health Reimbursement Arrangement (HRA)
• Opt-Out option

• MESD pays employee’s 6% Public Employees Retirement System (PERS) contribution

• Paid holidays, vacation, sick leave, and personal time off
• Tuition Reimbursement and Professional Development 

This position is subject to board policies, administrative rules and procedures, department regulations and applicable state and federal statutes. This position does not carry administrative authority. All commitments outside of authorized programs and services are subject to prior approval by the supervisor of this position.

NOTE: The description contained herein reflects general details as necessary to describe the principle functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.

EQUAL OPPORTUNITY EMPLOYER 

MESD recognizes the diversity and worth of all individuals and groups. It is the policy of MESD that there will be no discrimination or harassment of individuals or groups based on race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, marital status, age, veterans status, genetic information or disability in any educational programs, activities, or employment. 

Reasonable accommodations for the application and interview process will be provided upon request and as required in accordance with the Americans with Disabilities Act of 1990. Individuals with disabilities may contact the Human Resources Director for additional information or assistance. Speech/Hearing impaired persons may contact the district for assistance through the Oregon telecommunications Relay Service at 1-800-735-2900.