SUPPORT REPRESENTATIVE (322A63026)

About the role

Play a critical role in the overall success of the Campus Support team and the assurance of customer satisfaction with Infinite Campus.

Responsibilities

• Play a critical role in the overall success of the Campus Support team and the assurance of customer satisfaction with Infinite Campus.
• Your primary responsibility of this position will be the main point of contact for customers with questions, requests, or troubleshooting problems relating to Infinite Campus products.
• Provide technical support via the telephone and electronic communications.
• Verify support contact credentials and account service level agreements.
• Absorb and escalate customer issues.
• 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.
• Work with support team to ensure customer requests are handled appropriately and in a timely manner based on established service levels.
• Keep customers advised on the steps being taken to resolve their incident or service request.
• Prioritize multiple tasks throughout the day as circumstances require.
• Maintain technical product knowledge on existing and new products.
• Maintain department standards for attendance, coverage (including lunch), and volume and effectiveness of problem resolution.
• Access Infinite Campus production customer data in live sites adhering to the practices and procedures outlined in the master security guidelines.

Requirements

You are responsible; able to achieve desired results within expected time frames with a high degree of quality and professionalism.

Qualifications

• You are able to establish and maintain positive and productive work relationships with all staff, customers and business partners.
• You are professional with a positive attitude and are able to assimilate to the company’s culture and customer service philosophy.
• You are self-motivated.
• You are analytical with the ability to solve complex issues; dedicated to a timely and accurate resolution.
• You are detail oriented; able to distinguish between critical and irrelevant pieces of information.
• You are ethical; you will learn from your mistakes and improve performance from each experience.
• You will have a bachelor’s degree OR equivalent and/or transferable work experience.
• You will have previous customer services experience.
• You will possess the aptitude to learn and understand Infinite Campus and a software development life cycle.
• You will have the ability to critically think, troubleshoot and triage complex problems or issues.

Skills

• Technical support skills
• Customer service skills
• Problem-solving skills
• Software development life cycle knowledge

Benefits

No matter where you’re at in life, we’ve got you covered.

Pay

$24.04 per hour

Schedule

Flexible schedule to accommodate customer needs.

Benefits

• Medical Onsite Health Center for employee and family
• Teledoc Dental
• Vision Health Savings Account
• Flexible Spending Accounts
• Short & Long Term Disability
• Life and ADD insurance
• Generous paid time off (PTO)
• Holiday pay
• Employee Assistance Program
• 401k
• Employee Stock Option Plan
• Education Assistance
• Daily free lunch and beverages at our onsite restaurant
• A relaxed work environment that embraces onsite in person collaboration at our headquarters in Blaine (suburb of Minneapolis), MN.

What We Live By

We solve problems at Infinite Campus. Driven by our mission and vision to Transform K12 Education®, we build solutions to serve K12 education and empower change for the better.

Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.