Help Desk & Trainer (Data)

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:

• 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.

• 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.

• 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.