If you are interested in this position:
Download the skills matrix using the button below and fill it out.
Email us and attach the completed skills form and your most recent resume to us at:
jobs@iodatasphere.com Please include '10394WI Skills Form' and your name in the subject line.
NOTE: Candidate MUST be a CURRENT WI resident. No relocation allowed. Up to 90% remote with some in-person events and required presentations or workshops. This position may have some required travel (up to 10%) to conferences, workshops, etc. as well as in-person work events. Giving in-person (as well as virtual) presentations will be required, some of which requires travel around the state of WI
We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.
Description:
Our client is looking for a Help Desk consultant. The goal of this position is to increase support to schools/districts for state reporting tasks as well as provide training and presentations related to several data applications. This position performs direct customer support services for clients by responding to CRM cases (or tickets), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders.
Tasks
Serve as a customer service contact for schools and districts in Wisconsin.
Create, oversee and monitor requests, incidents and problem resolution using user
support ticketing software.
through business process analysis.
Monitor and support school/district reporting progress.
Contact school districts when assistance may be needed.
Provide on-site or virtual training when appropriate.
Work with school districts on their data submissions.
Help to ensure that data issues and errors are being resolved.
Review data quality reports leading up to the data snapshot
Interact with internal and external customers.
Collaborate with Technical Writer to maintain customer support documentation and
contribute to statewide documentation such as FAQs and service desk tools.
Create training videos and/or tutorials.
Attend virtual or in-person conferences and workshops to present on WISE topics.
Advise management on situations that may require additional client support or
escalation.
Maintain up-to-date training materials and strive to improve customer
understanding.
Keep abreast of updates to applications and procedures.
Participate in appropriate professional learning courses.
Participate in meetings and training, including those associated to vendor user
groups.
Maintain awareness of operating procedures and environment of the team.
Other duties as assigned.
Knowledge, Skills and Abilities Required:
Knowledge of methods for gathering and understanding customer needs.
Ability to maintain positive and courteous interactions with customers.
Ability to make thoughtful, expeditious decisions in complex situations.
Ability to interpret business logic and communicate technical requirements.
Effective oral and written communication skills.
Ability to work effectively in a team environment.
Self-motivated with the ability to work independently.
Ability to complete data health checks for the districts using visualizations and
download files.
Skills Required
1-2 years of experience in the following:
Serve as a customer service data reporting contact for schools and districts in Wisconsin.
Experience creating, overseeing, and monitoring requests, incidents, and problem resolution using user support ticketing software
Experience working with school districts
Experience with presenting training sessions
Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.
Associate's degree or similar in a related field.
Skills Desired
Provide on-site or virtual training when appropriate.
Understanding of application programming interface (API) technologies
Knowledge of data warehousing and reporting
Assist data product owner in identifying state reporting process improvement through business process analysis.
