Focus School Software

Support Engineer

• Tier 1 Support Technician position is full-time remote and entry-level
• Work shift is 9:00 AM - 6:00 PM EST
• Support position is the voice of Focus when a client calls and is often the first line of communication when the district is reporting an issue
• Communicate directly with the Tier 1 Support Manager and Tier 2 Support Team on open tickets and outstanding issues
• Communicate directly with Quality Assurance on issue resolutions
• Monitor Zendesk queue during all work hours
• Handle incoming support calls through Zendesk/support line
• Have phone line open and available during all work hours
• Coordinate project support with the project team if the district you are supporting is in implementation
• Coordinate ongoing support with account executive if the district you are supporting is post-implementation
• Liaison between Tier 2, the customer, and the Account Executive/Project Coordinator when escalating Zendesk tickets for customers
• Take part in weekly and/or bi-weekly status calls with the support management team
• Work to deplete backlog of open items for assigned customers
• Monitor support calendar that includes key dates such as school start date, school end date, progress reports, report cards, state reporting windows, holidays, etc
• Complete 4-week training program
• Complete level 1 technical certification training within one year of hire

Technical Support, Tier 1

Backend Engineer

• Create and maintain automated test scripts
• Quickly identify, detail and report software defects
• Work with the manual QA team to gather testing requirements

Technical Support, Tier 1

Javascript Engineer