Education Support Analyst

Job Description

Job Description

We are seeking an Education Support Analyst to join our Application Services team. This role is ideal for someone who is both technically savvy and customer service oriented, with a passion for supporting K-12 education systems.

What You’ll Do:

• Serve as the main point of contact for K-12 clients using Infinite Campus student information system.
• Provide first-level support via phone and web portal, resolving or escalating issues as needed.
• Document and track all client incidents and service requests.
• Triage, prioritize, and manage multiple issues in a fast-paced environment.
• Keep clients informed on progress and ensure superior customer satisfaction.
• Maintain strong knowledge of current and new product features.

What You Bring: 

• BA/BS degree or equivalent work experience.
• Previous customer support or service center experience.
• Familiarity with K-12 education systems ; experience with Infinite Campus a strong plus.
• Comfortable using web-based tools, CRM systems, and PC applications.
• Strong communication skills, attention to detail, and ability to collaborate with a variety of personalities.
• HDI Support Certification is a plus.
• Able to demonstrate a professional attitude while providing outstanding, industry leading customer service.
• Dependable, representing a positive work ethic.
• Excellent written and verbal communication.
• 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.
• Positive attitude.
• Able to problem solve while prioritizing effectively and efficiently; determine when to escalate issues with attention to detail.
• Collaborate; able to work with or deal with a variety of personalities while working towards a common goal.