Position title
Customer Support Specialist II - Viewpoint
Description

We are looking for technically skilled candidates with excellent interpersonal skills for the Technical Customer Support of our Viewpoint product. This position will work with product managers, our customers and other software developers to bring to resolution any reported issues or requests by our customer base. Moreover, the Customer Support Specialist II will need to talk directly to customers, as well create written documentation of the troubleshooting process and resolution steps. NOTE: This position will be completely remote.

  • Assessing and troubleshooting customer reported issues, bugs, and requests
  • Diagnosing and repairing common issues
  • Explaining technical details to non-technical staff and customers
  • Providing timely and accurate customer feedback
  • Providing customers a series of actions to resolve a problem
  • Providing sufficient technical detail to programming staff to resolve problems
  • Documenting the resolution process from intake to resolution
  • Managing multiple cases at a time

Important Notice:  This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform.  Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the organization

This is a work from home position.

Increasing diversity on our team will improve our team understanding, communication with, and support of districts and schools.  Therefore, the Central Minnesota Educational Research and Development Council (cmERDC) welcomes candidates from historically marginalized and oppressed classes.

Responsibilities

We are looking for technically skilled candidates with excellent interpersonal skills for the Technical Customer Support of our Viewpoint product. This position will work with product managers, our customers and other software developers to bring to resolution any reported issues or requests by our customer base. Moreover, the Customer Support Specialist II will need to talk directly to customers, as well create written documentation of the troubleshooting process and resolution steps. NOTE: This position will be completely remote.

  • Assessing and troubleshooting customer reported issues, bugs, and requests
  • Diagnosing and repairing common issues
  • Explaining technical details to non-technical staff and customers
  • Providing timely and accurate customer feedback
  • Providing customers, a series of actions to resolve a problem
  • Providing sufficient technical detail to programming staff to resolve problems
  • Documenting the resolution process from intake to resolution
  • Managing multiple cases at a time
Qualifications
  • Solid understanding of data, database structures, and data warehousing concepts
  • Experienced working with spreadsheet applications to assist in importing data
  • Experienced using common SQL queries and commands
  • Strong customer relationship building skills
  • Strong written and verbal communication
  • Previous experience working with a help desk solution preferred
  • Previous experience working with the Viewpoint software preferred
  • Experience with Microsoft SQL Server preferred
  • Strong problem-solving skills
  • Ability to manage multiple competing tasks at the same time
  • Ability to work in a remote environment
Education

Two-year post-secondary training in information technology, computer science or related field preferred. Additional technology related experience may be used in lieu of higher education (two years of experience in lieu of each year of higher education).

Experience

Experience working with data stored in a relational database environment.  Preference given for experience or equivalent proficiency with SQL database technology.

Job Location
570 1st St. SE, St. Cloud, Minnesota, 56304, USA
Remote work from: Minnesota, USA; Wisconsin, USA
Date posted
January 6, 2021
Employment Type
Full-time
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Position: Customer Support Specialist II - Viewpoint

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