Provide customer assistance to schooladministrators using our online payment platform MySchoolBucks.com. Work involves responding to incoming customersupport issues via both phone and email, following escalation processes toresolve customer questions and issues, and logging information into a CustomerRelationship Management (CRM) software solution.
$ads={1}
JobDescription
Technology Support receives phonecalls, emails, and chat messages and log notes for these customer interactionsinto a CRM system.
Provide information and assistanceto users on the use and management of their online school store.
Assists customers with dataissues, report development and use, data entry and other advanced systemfunctions
Assess client needs and providesunique solutions within the website that will maximize their usage of ourpayment solutions products.
Troubleshoot connectivity issuesand student balance discrepancies.
Assist with the reconciliation ofdistrict bank accounts in relation to funding reports in MySchoolBucks.
Student Store online setup andmanagement.
Create district administratorcredentials for reporting and support.
Manages unresolved or open problemtickets to successful completion Researches, documents and communicatescustomer problems.
Uses appropriate informationsystems to enter status and flags unresolved items for follow-up.
Identifies and reports problems toproduct specialist team
Provide escalated supportassistance to users on the school prepayment software product. This may include:
Researching fees and payment feemodels.
Responding to customer emails andcalls regarding customer set up information.
Special projects as assigned.
Position Requirements
Must demonstrate outstandingcommunication (written, verbal and listening) skills, intuition andfollow-through; combined with professional phone etiquette and a caringattitude.
Ability to effectively presentinformation and respond to questions from clients, customers and the generalpublic.
Experience as a trainer ofsoftware is a plus. Customer support experience in a call center or helpdeskenvironment is a plus.
Possesses the ability to relaytechnical information to non-technical users.
Possesses the ability to quicklylearn software applications.
Written communication skillsincluding spelling, grammar, and the ability to type at least 30 WPM.
Ability to read and follow writtenand verbal instructions.
Ability to deconstruct issues,take initiative, and problem-solve with minimal supervision.
Offers suggestions to improvesupport processes and customer experience based on escalation data and customerfeedback.
Ability to work flexible hours asneeded.
Strong organizational skills withability to multitask and prioritize.
Associates or Bachelor degreepreferred.
Applicants must be able to provideproof of employment eligibility if hired.
To perform this job successfully,an individual should have practical experience in the following areas:
Intermediate knowledge ofcomputers, general networking concepts, web browsers, internet functionalityand usage, Google Suite (Gmail, Calendar, Sheets, Docs, Slides, Hangouts, Chat)
