Help Desk & Trainer (Data)

Overview

Remote
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - multi-year exten(s)ion)

Skills

API
Data warehousing and reporting

Job Details

Contact Details:

1.Seema Singh
Email:
Cell:
Job Title: Help Desk & Trainer (Data)
Location: Remote (WI preferred but relocation is Ok before start date)
Duration: 6 Months (Possibility of a multi-year extension)
Years of Experience: 2+ Yrs.
Required Hours/Week: 40hrs./Week

Job Description:

  • The goal of this position is to increase support to Wisconsin's schools and districts for state reporting tasks as well as provide training and presentations related to several data applications.
  • The position performs direct WISEdata customer support services for school and district clients (LEAs) by responding to CRM tickets, emails, and phone calls.
  • This position will document, track, and monitor support requests to ensure timely resolution.
  • It will also serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops organized by the Customer Services team or external stakeholders.
  • The employee will follow the Customer Service Framework and standard practices for effective customer service.

Required Skills: (Need Majority, 1-2+ Years)

  • Serve as a customer service contact for data reporting for Wisconsin schools and districts.
  • Create, oversee, and monitor requests, incidents, and resolutions using ticketing software.
  • Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.
  • Openness to presenting training sessions and materials. Experience preferred.
  • Monitor and support district reporting progress and ensure data errors are resolved.
  • Assist WISEdata product owner with business process analysis and improvements.
  • Conduct data health checks using the WISEdata portal and WISEdash visualizations and download tools.

Nice to Have Skills:

  • Understanding of API technologies.
  • Knowledge of data warehousing and reporting.
  • Experience working in education software systems at school/district/state level.
  • Provide on-site or virtual training.

Key Responsibilities:

Customer Service Help Desk Responsibilities (60%):
  • Respond to customer requests via CRM, email, and phone.
  • Track and document tickets and support issues.
  • Support schools/districts in WISEdata data submissions and review processes.
  • Contact districts proactively if data support is needed.
  • Monitor data quality, review reports before data snapshots.
  • Help identify improvements to state reporting through business analysis.
  • Provide support to ensure data issues and errors are being resolved.
Training Responsibilities (35%):
  • Serve as primary trainer for internal and external WISEdata-related sessions.
  • Collaborate with Technical Writer on documentation and FAQs.
  • Create and update tutorials, videos, and training materials.
  • Present at in-person or virtual conferences and workshops.
  • Provide feedback to leadership on client support issues.
Professional Development & Other Duties (5%):
  • Stay current on application changes and industry practices.
  • Attend professional learning sessions and vendor user groups.
  • Contribute to team meetings and processes.

Other skills that might be valuable to the role:

  • Strong interpersonal and customer service communication.
  • Decision-making in complex situations.
  • Ability to interpret business logic and technical requirements.
  • Oral and written communication effectiveness.
  • Ability to work independently and collaboratively.
  • Familiarity with Microsoft Office, Microsoft Dynamics CRM, Google Apps.
  • Knowledge of student information system (SIS) software used in Wisconsin.
  • Knowledge of end-client's tools including WISEdata Portal, WISEid, WISEdash, Ed-Fi Credential Application.
  • Must be able to travel by car to meetings outside Madison.

Interview Process:

  • Microsoft Teams
  • Video On & Audio On
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