Technical Support (Tier 1)

St. Petersburg, FL - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Tier 1 Support Technician

Focus believes in a customer relationship support management approach. The support department consists of a dedicated team of Support Agents most having a background in the education industry. Our mission is to proactively engage our customers beyond our competitors standard level of service to understand their unique processes and how they interact with the suite of Focus products. The Tier 1 Support Technicianposition is full-time remote and entry-level (work shift is 9:00 AM - 6:00 PM EST) but one of importance in the organizations success. The support position is the voice of Focus when a client calls and is often the first line of communication when the district is reporting an issue.

Expected Education and Experience:

2 or 4-year degree or a year of experience in a similar position within education or a technology-related industry
Background in an educational setting is strongly preferred
Experience with Focus School Software strongly preferred
SQL knowledge preferred

Support Position Qualifications:

A do-anything attitudefor delighting the customer. We are a customer-centric organization meaning we drop everything to solve problems and make our customers happy.
Exceptional written and verbal communication skills.
Self-starting problem solver who isnt afraid to learn on the go and enjoys the technical intricacies and challenges of live software.
Demonstrated experience and a passion for customer support.
Ability to work effectively under deadlines and juggle multiple projects simultaneously.

Job Responsibilities:

Communicate directly with the Tier 1 Support Manager and Tier 2 Support Team on open tickets and outstanding issues.
Communicate directly with Quality Assurance on issue resolutions.
Monitor Zendesk queue during all work hours.
Handle incoming support calls through Zendesk/support phone line open and available during all work hours
Coordinate project support with the project team if the district you are supporting is in ongoing support with account executive if the district you are supporting is post-implementation
Liaison between Tier 2 the customer and the Account Executive/Project Coordinator when escalating Zendesk tickets for customers.
Take part in weekly and/or bi-weekly status calls with the support management team.
Work to deplete backlog of open items for assigned customers.
Monitor support calendar that includes key dates such as school start date school end date progress reports report cards state reporting windows holidays etc.
Complete 4-week training program
Complete level 1 technical certification training within one year of hire

Focus School Softwares compensation package offers the following benefits:

Medical Insurance
Dental Insurance
Life Insurance
Short and Long Term Disability Insurance
401(k)
Paid Holidays
Paid Vacation and Sick Time

45000 Annual Starting Salary

Tier 1 Support TechnicianFocus believes in a customer relationship support management approach. The support department consists of a dedicated team of Support Agents most having a background in the education industry. Our mission is to proactively engage our customers beyond our competitors standard...