What are the responsibilities and job description for the Help Desk position at COOLSOFT?
Job Details
Position:- Help Desk III
Location:-Madison, WI (This position is primarily remote, but in-person events are required occasionally.)
Client: STATE OF WI
Job code:139500
Description :
* Interview Process: Interview via MS Teams link (video)
* Onsite or Remote? Candidate must be a CURRENT WI resident. No relocation allowed. Preference will be given to candidates within 1-2 hours of Madison. This position is primarily remote, but in-person events, such as the first day, are required occasionally.
Client Info: DPI
Note:
* Interview Process: Interview via MS Teams link (video)
* Duration of the Contract: Through 6/30/25 with the possibility of extension.
* Onsite or Remote? Candidate must be a CURRENT WI resident. No relocation allowed. Preference will be given to candidates within 1-2 hours of Madison. This position is primarily remote, but in-person events, such as the first day, are required occasionally.
Description:
Position Summary
The goal of this position is to increase support to Wisconsin s schools/districts for state
reporting tasks as well as provide training and presentations related to several data
applications. This position performs direct WISEdata 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 Wisconsin.
2. Create, oversee and monitor requests, incidents and problem resolution using user
support "ticketing" software.
3. Assist WISEdata product owner in identifying state 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 WISEdata.
7. Work with school districts to help them understand how to use WISEdata and
WISEdash 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 WISEdata portal and WISEdash.
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 WISE 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 Madison area.
*Nice to Have: Knowledge of student information system (SIS) software used with in
Wisconsin. Knowledge of DPI applications including WISEdata Portal, WISEid, WISEdash
and Ed-Fi Credential Application
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
