job summary:
Candidates who are already local to the Madison area will be given the strongest consideration as all interviews will be conducted in-person in downtown Madison. Once up to speed, this role will be 90% remote with some in-person events and required presentations at 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.
location: Madison, Wisconsin
job type: Contract
salary: $20.33 - 25.02 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
- This position performs direct customer support services 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.
- Attend virtual or in-person conferences and workshops to deliver presentations.
- Maintain up-to-date training materials and strive to improve customer understanding.
qualifications:
- 1 year of experience creating, overseeing and monitoring requests, incidents, and problem resolution using user support "ticketing" software.
- Experience interacting with internal and external customers.
- Experience maintaining customer support documentation and contributing to documentation such as FAQs and service desk tools.
- Experience creating training videos and/or tutorials.
- Experience deliver presentations.
- Advise management on situations that may require additional client support or escalation.
- Experience working with education software systems at the school, district, or state levels is preferred
- Ability to work well independently
- Understanding of application programming interface (API) technologies
- Knowledge of data warehousing and reporting
- Assist data product owner in identifying state reporting process improvements through business process analysis.
- Provide on-site or virtual training when appropriate.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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