Focus School Software

Technical Support, Tier 1

Focus School Software

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Salary

💰 $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