Offer summary

Qualifications:

1-2 years of experience in customer service and data reporting., Knowledge of data applications like WISEdata, WISEdash, and Ed-Fi., Ability to create and deliver training sessions and tutorials., Proficiency with CRM systems, Microsoft Office, and Google Apps..

Key responsibilities:

Provide help desk support for school districts via CRM, email, and phone.

Train clients on using WISEdata and WISEdash for data management.

Monitor and support data submissions and report on data quality.

Assist in process improvements and maintain training materials.

Job description

Job Title: Customer Success Associate (Help Desk & Trainer)
Location: Madison, WI (Remote)
Duration: 12 Months

Position Summary:
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 WISEdata customer support services for schools and districts (LEAs) 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.

Goals and Work Activities:

60% Customer Service Help Desk Support

Serve as a customer service contact for the client.
Create, oversee and monitor requests, incidents and problem resolution using user support "ticketing" software.
Assist WISEdata product owner in identifying state reporting process improvements 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 to WISEdata.
Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.
Help to ensure that data issues and errors are resolved.
Monitor the health of the data for districts using the WISEdata portal and WISEdash.
Review data quality reports leading up to the data snapshot.

35% Customer Service Training:

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.

5% Professional Development and Other Tasks as Assigned:

Keep abreast of updates to applications and procedures.
Participate in appropriate professional learning courses.
Participate in meetings and training, including those associated with vendor user groups.
Maintain awareness of operating procedures and the environment of the team.
Other duties as assigned

Knowledge, Skills, and Abilities:

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.
Ability to use productivity tool applications including Microsoft Office, Microsoft
Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.
Ability to travel by car to meetings outside of the Madison area.

Top Skills & Experience: 1-2 years’ experience in the following:

Serve as a customer service data reporting contact for the client.
Create, oversee and monitor requests, incidents, and problem resolution using user support "ticketing" software.
Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.
Openness to presenting training sessions, even better if experienced with doing so

Nice to Have Skills:

Knowledge of student information system (SIS) software used the client.
Knowledge of the client applications including WISEdata Portal, WISEid, WISEdash and Ed-Fi Credential Application Preparation and maintenance of documentation and training materials
Understanding of application programming interface (API) technologies
Knowledge of data warehousing and reporting
Assist WISEdata product owner in identifying state reporting process improvements through business process analysis.
Provide on-site or virtual training when appropriate.