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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. 

Location: Hauppauge, NY.

Salary: $60,000-70,000

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.
• HDI Support Certification 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.

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