Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Technical Support, Tier 1
Focus School Software
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 per year
Job Level
Junior
Tech Stack
SQL
About the role
- 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
Requirements
- 2 or 4-year degree or a year of experience in a similar position within education or a technology-related industry
- Background in an educational setting is strongly preferred
- Experience with Focus School Software strongly preferred
- SQL knowledge preferred
- A do-anything attitude for delighting the customer
- Exceptional written and verbal communication skills
- Self-starting problem solver, who isn't afraid to learn on the go and enjoys the technical intricacies and challenges of live software
- Demonstrated experience and a passion for customer support
- Ability to work effectively under deadlines and juggle multiple projects simultaneously
