The Customer Support Technician (CST) is responsible for providing high-quality support services to Atlantic, Tomorrow’s Office (ATO) educational institution client, including headquarters staff, schools managed by the client, and those utilizing the client’s on-line products. The CST is the front-line technical resource responsible for receiving requests and providing help desk support (remotely or in-person) for all technical issues that are reported.
The Customer Support Technician must develop an expert understanding of the client’s Technology-based solutions to provide necessary support and fully understand the impact of the services s/he provides. The CST has a wide variety of skills, including hardware and software support knowledge so that they are directly able to resolve most customer issues and requests without escalating them to other support teams.
Technical Support: Provide software and hardware support to the client’s headquarters employees, managed school technology teams, and all end users. Diagnose and resolve problems using documented procedures and checklists in the performance of responsibilities. Monitor the client’s platforms (e.g., eSchoolware, Desktop Central, iBoss, Sophos, etc.) and work with Technology Division staff to ensure systems are functioning properly.
- Perform analysis of hardware/application issues and work closely with Technology support groups, as required, to resolve identified issues.
- Provide timely and efficient responses to customer inquiries and escalate within Technology Department when necessary.
- Troubleshoot issues working directly with the customer on identified implementation and/or deployment issues.
- Document solutions to problems and support the development of end user materials.
Customer Service: Follow ATO’s client’s Service Level Agreement (SLA) to ensure that users receive quality service and technical support on a consistent basis. Monitor the compliance to the SLA. Improve efficiencies and effectiveness through analysis and reporting of service tickets to Senior Director of School Technology. Take actions to improve customer satisfaction among headquarters staff, school administrators, teachers, staff members, students and parents.
Become an expert user of the client’s Technology Support Center ticket management system.
- Understand the client’s Service Level Agreement (SLA) commitments and provide customer support in accordance with documented guidelines.
- Proactively monitor ticket queue for compliance to the Technology Service Level Agreement (SLA) take ownership/adjust service delivery as needed to meet SLA.
- Document all customer contact in Infra in accordance with the client’s Technology Support Center guidelines.
- Manage the technological on-boarding and off-boarding of staff.
School Readiness: Prepare schools technologically for the beginning and the ending of each school year by supporting the following activities:
- The technological setup of schools (may require travel and overnight stays to various locations).
- The shipment to and recovery of school computers assigned to students.
- Tracking and maintaining school inventories.
Reporting: Document incident/service requests in accordance with the client’s Technology standards. Follow the client’s status of service communication plan by generating status reports daily and/or as system availability changes. Participate in Technology team meetings, conference calls and discussion groups as necessary. Communicate status of service requests and incidents with customers (i.e., headquarters staff, school administrators, teachers or students). Follow protocol for escalating problems, incidents, service requests and issues that have not been resolved.
- Assist in Implementing Technology Initiatives: Assist in the implementation of technology vision. Participate in Technology Committee meetings to provide input into the strategic Technology Plan by providing technical input. Assist in the migration and/or upgrades of new systems as needed. Follow the client’s Technology policies and procedures in terms of network, hardware and software configurations and use.
- Professional Development (Application of technology to instruction and operations): Become an expert user of the client’s software solutions. Assist end-users in problem-solving technical issues and provide end-user’s training on technology solutions. Develop a personal growth plan and monitor his/her own progress with the Senior Director of School Technology to continue the development of his/her own skills.
Internal: Partner with the client’s Technology Support Center staff to continuously evaluate and improve technology service processes. Work with other Technology Division staff on identifying technical or procedural problems and their corresponding solutions.
External: Partner with the client’s vendors to provide technology hardware, services and support. Collaborate with school staff to provide quality support services. Provide ongoing support to virtual school students.
Key Behavioral Competencies:
- Follows relevant work procedures in line with defined internal and external standards given by the Senior Director of School Technology or the client schools.
- Demonstrates awareness of other teams and the role they play within the school‘s community
- Consistently delivers on agreed goals and tasks and can be relied upon to meet or exceed expectations.
- Identifies and communicates when a decision needs to be made.
- Identifies all steps necessary to achieve results and consistently follows these steps.
- Takes proactive action to develop/maintain relationships that are impacted by change and ensure that others are assisted in dealing with change.
- Brings ideas for service delivery improvements to the attention of others and pursues these ideas through to resolution or completion.
- Sources and listens to all points of view and respects differing opinions when developing solutions.
- Diligently adheres to policies set by ATO and the client.
- Speaks to all members of the school with friendliness, respect and in manner that is easily understood.
- Minimum 3 years prior experience in customer service and/or providing user support.
- Two-year technical degree or equivalent experience/certifications required.
- Experience providing hardware/software support to remote users.
- Experience with remote desktop support tools (Team Viewer, VPN, Desktop Central, etc.)
- Some experience in a K-12 setting desirable regardless if it is technical capacity or not.
- Experience with eLearning applications is desired.
- Demonstrated knowledge of core learning principles through technical skills assessments.
- Experience responding to customer inquiries in a customer service environment.
- Required to lift and move objects up to 25 lbs.