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About the Role

The Education Support Analyst (ESA) plays a critical role in delivering high quality service and customer support to Infinite Campus (K12 student management system) clients. The ESA provides first-level customer support of the software application, rapid resolution of client issues, and superior customer satisfaction.

Responsibilities

• 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.

Requirements

• BA/BS degree or equivalent work experience.
• Previous experience in a support center or customer service organization.
• Work experience with K-12 education.
• Familiarity with web, Contact Management systems, and PC based applications.
• Able to demonstrate a professional attitude while providing outstanding, industry-leading customer service.
• Dependable, representing a positive work ethic.
• Able to work in a fast-paced environment with frequent software releases.
• 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.
• 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.

Skills

• Excellent written and verbal communication.
• Attention to detail.
• Positive attitude.

Location

• Hauppauge, NY

Work Type

• Full-time

Experience Level

• Entry Level

Education Level

• Bachelor's Degree
• Equivalent Work Experience

Salary/Compensations

• $60,000-70,000

Benefits

• Medical and dental plans
• Company paid vision and short and long term disability plans
• Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
• 401K with employer match
• Tuition reimbursement
• Onsite fitness center (or gym membership reimbursement for client or satellite based employees)
• Company paid life Insurance
• Paid holidays and vacation
• Technical certification gift card rewards program

About the Company

• CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years.
• Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work.
• We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast.
• Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.
• We are a growing IT company; a great place to start and grow your career!

Equal Opportunity

• Custom Computer Specialists is an Affirmative Action and Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
• To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact humanresources@customonline.com or 631-864-6699.