Education Support Analyst

We are a growing IT company; a great place to start and grow your career! CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Expressed simply in our tagline – Right People, Right Results, Right Careers! Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work. It’s why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible. We are seeking an Education Support Analyst to join our Application Services team. The Education Support Analyst (ESA) plays a critical role in delivering high quality service and customer support to our Infinite Campus (K12 student management system) clients. Primary responsibilities include; providing first-level customer support of the software application (via phone and web support), rapid resolution of client issues, and delivering superior customer satisfaction. The ESA needs to be motivated, technically savvy and customer service oriented. Candidates must be willing to travel to Infinite Campus (Blaine, MN) for certification training as well as team building events as required. Other travel may be required. What You'll Do: Act as the main point of contact for customers with questions, requests, or troubleshooting problems relating to Infinite Campus software. Provide technical support via the telephone and support portal. Verify support contact credentials and account service level agreements. Assist the customer by resolving the incident, redirecting the call, or escalating. Discuss details of incident with support contacts and verify replication on customer website. Triage and prioritize customer issues. Document all support incidents and customer requests in the tracking system in a timely manner and use the system to track all unresolved incidents. Keep customers advised on the steps being taken to resolve their incident or service request. Prioritize multiple tasks throughout the day as circumstances require, with supervision. Maintain technical product knowledge on existing and new products. Maintain department standards for attendance, coverage (including lunch), and volume and effectiveness of problem resolution. Other duties as assigned. What You Bring: BA/BS degree or equivalent work experience. Previous experience in a support center or customer service organization. Work experience with K-12 education. Experience with Infinite Campus student information system a plus+. Familiarity with web, Contact Management systems, and PC based applications. Ability and willingness to travel periodically for required training and team conferences, including a mandatory, approximately one-week onsite Infinite Campus Support Certification program in Minnesota (typically three full training days plus two travel days), as well as occasional attendance at industry and Infinite Campus support conferences. Conference participation is rotational and may include the HDI Conference and the annual Infinite Campus Support Conference. Able to demonstrate a professional attitude while providing outstanding, industry-leading customer service. Dependable, representing a positive work ethic. Attention to detail; demonstrating consistent follow-through with set processes and documented procedures. Able to work in a fast-paced environment with frequent software releases. Able to problem solve while prioritizing effectively and efficiently; determine when to elevate issues with attention to detail. Collaborate; able to work with or deal with a variety of personalities while working towards a common goal. #IND CCS Offers: Medical and dental plans Company paid vision and short and long term disability plans Flexible spending programs including Healthcare, Dependent Care, Transit and Parking 401K with employer match Onsite fitness center (or gym membership reimbursement for client or satellite based employees) Paid holidays and vacation Technical certification gift card rewards program Come experience our unique culture and see how our “right people, right results” philosophy has led to our outstanding success! We are great place to start your IT career! EEO Statement: Custom Computer Specialists is an Affimative Action and Equal Opportunity Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact View email address on click.appcast.io or View phone number on click.appcast.io. #J-18808-Ljbffr