What are the responsibilities and job description for the Customer Resource Center Specialist I position at Edupoint Educational Systems?
HOURS : Eight-hour shift M-F within 4 : 00 AM to 6 : 00 PM Arizona Time operating hours.
JOB PURPOSE :
To provide software technical support for the Synergy® product suite and related services to Edupoint clients through all phases of the customer lifecycle.
JOB SUMMARY :
The Customer Resource Center (CRC) Specialist I is the entry level position within the Customer Resource Center. This role provides technical software support and services for Edupoint's web-based Synergy® Education Platform to client K-12 school district personnel by answering calls and email requests from customers. Daily tasks include resolving product issues, identifying product defects and enhancements, creating and communicating workarounds, and consulting with client districts to configure the Synergy suite to match their business practices.
JOB DUTIES :
- Acquire and maintain a working knowledge of Edupoint's products
- Acquire and maintain knowledge of the Synergy Student Information Systems applications and tools
- Acquire and maintain an understanding of current Customer Resource Center policies and practices.
- Provide prompt, accurate and knowledgeable support to Edupoint's customers by responding to, researching, and troubleshooting highly complex technical questions received via telephone calls, e-mails and through the "Help Desk" portal.
- Handle inbound calls and manage workload to ensure clients receive timely responses.
- Use available resources such as the Synergy® Help Desk Web Application, knowledge base, documentation etc., to research reported issues.
- Communicate effectively in writing all the steps needed to reproduce errors or problematic behavior in applications using specified formats
- Log activity to resolve issues, including customer interactions and e-mails in the Synergy® Help Desk Web Application.
- Escalate issues when needed by following internal escalation protocol.
- Communicate software bugs, installation problems and / or necessary software modifications to Development using the Synergy® Help Desk Web Application.
- Assist other CRC Specialists with the resolution of complex issues.
- Establish positive client relationships and ensure client satisfaction.
- Attend internal training sessions.
- Participate in Annual Users Conference Open forum as requested
- Assist with other requests and / or special projects from Edupoint management.
- Adhere to established departmental procedures at all times.
- All other duties as assigned
JOB REQUIREMENTS-KNOWLEDGE / SKILLS / ABILITIES :
RECOMMENDED INTERNAL PRE-QUALIFICATIONS :
None
EDUCATION AND / OR EXPERIENCE :
CERTIFICATES, LICENSES, REGISTRATIONS :
None
BENEFITS :
In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to) :
TYPICAL PHYSICAL DEMANDS AND WORK ENVIRONMENT :
Work may require sitting for long periods of time; also stopping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel and some extended overnight trips in the performance of duties may be required.
