Help Desk III & Trainer (Hybrid)

Madison, OH - USA

Monthly Salary: Not Disclosed

Posted on: 21 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Help Desk -III & Trainer (Hybrid)

Location: Madison WI

Duration: 03 Months with the potential to extend

Job Description:

The goal of this position is to increase support to the Client 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 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% Customers Service Help Desk Support:

Serve as a customer service contract for schools and districts in Wisconsin.
Create oversee and monitor requests incidents and problem resolution using user support ticketing software.
Assist WISEdata product owner in identifying state reporting process improvements through business process analysis.
Monitor and support school/district reporting progress.
Contact the client when assistance may be needed.
Provide on-site or virtual training when appropriate.
Work with the client on their data submissions to WISEdata.
Work with the client to help them understand how to use WISEdata and WISEdash for data reviews.
Help to ensure that data issues and errors are resolved.
Monitor the health of the data for districts using the WISEdata portal and WISEdash.
Review data quality reports leading up to the data snapshot.

35% Customer Service Training

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

5% Professional Development and Other Tasks as Assigned

Keep abreast of updates to applications and procedures.
Participate in appropriate professional learning courses.
Participate in meetings and training including those associated to vendor user groups.
Maintain awareness of operating procedures and environment of the team.
Other duties as assigned.

Knowledge Skills and Abilities:

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

Top Skills & 1-2 years Experience in the following:

Serve as a customer service data reporting contact for the Client.
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 WISE data product owners in identifying state reporting process improvements through business process analysis.
Knowledge of student information system (SIS) software used within Wisconsin
Knowledge of the Client applications including WISEdata Portal WISEid WISEdash and Ed-Fi Credential Application.

Job Title: Help Desk -III & Trainer (Hybrid) Location: Madison WI Duration: 03 Months with the potential to extend Job Description: The goal of this position is to increase support to the Client reporting tasks as well as provide training and presentations related to several data applications. Th...