Customer Success Associate (Help Desk & Trainer) - HYBRID (MUST be a CURRENT WI Resident)

Job Description:

***Crop to Crop resumes are accepted
Location Requirement: Remote or on-site? Candidate MUST be a CURRENT WI resident. No relocation allowed. Up to 90% remote with some in-person events and required presentations or workshops

The goal of this position is to increase support to Wisconsin s schools/districts for state reporting tasks as well as provide training and presentations related to several data applications. This position performs direct WISEdata customer support services for schools and districts (LEAs) clients by responding to CRM cases (or tickets ), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position
follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders.

Goals and Work Activities

60% Customer Service Help Desk Support

• Serve as a customer service contact for schools and districts in Wisconsin.
• Create, oversee and monitor requests, incidents and problem resolution using user support "ticketing" software.
• Assist WISEdata product owner in identifying state reporting process improvements through business process analysis.
• Monitor and support school/district reporting progress.
  a. Contact school districts when assistance may be needed.
• Provide on-site or virtual training when appropriate.
• Work with school districts on their data submissions to WISEdata.
• Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.
• Help to ensure that data issues and errors are being resolved.
• Monitor the health of the data for districts using the WISEdata portal and WISEdash.
• Review data quality reports leading up to the data snapshot.

35% Customer Service Training

• Interact with internal and external customers.
• Collaborate with Technical Writer to maintain customer support documentation and contribute to statewide documentation such as FAQs and service desk tools.
• Create training videos and/or tutorials.
• Attend virtual or in-person conferences and workshops to present on WISE topics.
• Advise management on situations that may require additional client support or escalation.
• Maintain up-to-date training materials and strive to improve customer understanding.

5% Professional Development and Other Tasks as Assigned

• Keep abreast of updates to applications and procedures.
• Participate in appropriate professional learning courses.
• Participate in meetings and training, including those associated to vendor user
  groups.
• Maintain awareness of operating procedures and environment of the team.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of methods for gathering and understanding customer needs.
• Ability to maintain positive and courteous interactions with customers.
• Ability to make thoughtful, expeditious decisions in complex situations.
• Ability to interpret business logic and communicate technical requirements.
• Effective oral and written communication skills.
• Ability to work effectively in a team environment.
• Self-motivated with the ability to work independently.
• Ability to complete data health checks for the districts using visualizations and download files.
• Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.
• Ability to travel by car to meetings outside of the Madison area.

Required Skills: 1-2 years' experience in the following'

• Serve as a customer service data reporting contact for schools and districts in Wisconsin.
• Create, oversee and monitor requests, incidents, and problem resolution using user support "ticketing" software.
• Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.
• Openness to presenting training sessions, even better if experienced with doing so

Desired Skills:

• Provide on-site or virtual training when appropriate.
• Understanding of application programming interface (API) technologies
• Knowledge of data warehousing and reporting
• Assist WISE data product owner in identifying state reporting process improvements through business process analysis.