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SUPPORT TECH 2 FOR GROWING COMPANY
Digital Schools (DS), located in Salinas and serving the educational sector with administrative software, has a great opportunity to join our dynamic family as Support Tech 2 working closely with engineers and clients to assess and resolve functionality queries, concerns or issues. Testing of functionality would be expected.
Monitor and provide oversight of support tickets, voicemails, trouble shoot and direct tickets to appropriate staff for additional support. Become fluent in in the application to support clients, document processes, resolve issues and provide internal training documentation.
ESSENTIAL JOB FUNCTIONS:
â¢ Monitor support tickets, voicemails, trouble shoot and direct tickets to appropriate staff for additional support.
â¢ Provide oversight of support functions and personnel.
â¢ Test functionality
â¢ Client Side Interaction:
o Effectively communicate with clients
o Diagnose problems and record client issues
o Import and upload data (i.e. salary schedules)
o Problem solve
â¢ Review, document tickets.
â¢ Manage the ticket management system
â¢ Monitor timing and completion of tickets, flagging and/or reporting critical deadlines or MISSED dates.
â¢ Analyze, categorize and direct tickets appropriately
â¢ Resolve tickets not requiring development expertise.
â¢ Document ticket progress and resolution
â¢ Message and import data
â¢ Other duties as assigned, including office Support.
MUST HAVE SKILLS:
â¢ SQL Intermediate
â¢ SQL Concepts
â¢ SQL Write and debug queries
â¢ Zendesk (client support system) operations and processes
â¢ Knowledge of relational data.
â¢ Verbal and written communication skills
â¢ Ability to work against deadline
â¢ Resourcefulness and self-reliance in identifying and solving problems
â¢ Flexibility to adapt to rapid and frequent changes
â¢ Computer proficiency
â¢ Understand and thoroughly know DS Client Policies
â¢ Basic understanding of School Business
â¢ Microsoft Word
â¢ Microsoft Excel
EDUCATION AND EXPERIENCE:
â¢ Experience in K-12 administrative categories is desired
Digital Schools has been experiencing rapid growth and due to this growth we will be hiring more qualified candidates. This is a great way to join our team and make a difference in our public education system.
OTHER CONDITIONS OF EMPLOYMENT:
1. Must be eligible to work in the USA.
2. Must have a valid driver's license and be insurable.
3. Must allow for a criminal background check - if offered the position.
Digital Schools is an Affirmative Action/Equal Opportunity Employer
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