Application Support Specialist

Description

HOURS: Eight hour shift M-F within 6:00 am to 6:00 pm MST operating hours.  

Job Purpose: 

To provide Synergy Instructional Applications support to all Edupoint customers.

Job Summary: 

As an IA Application Support Specialist, your primary role is to provide support to the IA Trainers and IA Implementation and Training Manager.  The IA Application Support Specialist will support customers with the scheduling of their implementation events, report card development, offer guidance for configuration modifications, and provide general support to customers through various channels such as email, phone, and virtual meetings.

During the implementation phase, the IA Application Support Specialist will play a crucial role in organizing and tracking the implementation process to ensure that all teams meet development timelines. You will also lead meetings and trainings to support Edupoint customers during both the implementation phase and the post implementation phases.  

As an IA Application Support Specialist, it is important to adhere to and promote all Edupoint  guidelines to ensure consistency and quality in the support provided to customers.

Overall, the role will involve providing functional support, organizing and tracking implementation processes, leading virtual meetings and trainings, and contributing to the support of the IA Trainers, SIS & IA implementations teams and IA Implementation and Training Manager.

Job Duties: 

• Provide support to IA      Implementation team which includes: 
  • Timely communication with       customers
  • Record & track meeting notes       and events
  • Schedule and organize training       events
  • Schedule, organize and track       report card development process
• Collect customer information and analyze      customer needs
• Become knowledgeable in all areas of the      Synergy Instructional Applications (Gradebook, Assessment, LessonVue &      MTSS)
• Build sustainable relationships of trust      through open and interactive communication
• Greet customers warmly and      ascertain problem or reason for calling
• Work closely with IA      Implementation team and IA Implementation and Training Manager to schedule      implementation events and report customer satisfaction
• Work with implementation team and the clients      to review and modify the product setup according to client needs
• Answer incoming email/phone questions from      implementation customers regarding Synergy Instructional Applications
• Attend and record project meetings with new      customers
• Create specialized documentation for each      customer
• Maintain competency in all areas of the      application as new features are added
• Participate in the creation and maintenance of      all training materials
• Accurately document customer interactions and      publish these documents for review by the Management Team 
• At the discretion of the Edupoint Management      team, lead or assist in module presentations during Edupoint Users      Conference
• Other duties as assigned

Job Requirements-Knowledge/Skills/Abilities:  

*Knowledge: 

• K-12 education      knowledge preferred
• Knowledge of      student information systems, electronic gradebooks, instructional      management systems, assessment systems a plus
• Strong technical      background and experience with Google, Office Suite, Camtasia and video      editing skills are a plus
• Synergy      Instructional Application knowledge preferred

*Skills:  

• Excellent      listening, communication, phone, & email skills
• Excellent      verbal/written communication required
• Must possess a      positive attitude, patience, focus & conflict-resolution skills
• Must be people      oriented and possess organizational and problem solving skills
• Must be flexible      and able to perform a variety of duties and multi-task
• Must have strong      attention to detail, analytical and time management skills

*Abilities:  

• To work as part      of a team effectively
• Ability to      effectively communicate technical concepts to non-technical trainees

EDUCATION AND/OR EXPERIENCE: 

• Bachelor’s      degree or one to two years related experience and/or training; equivalent      combination of education

and experience

CERTIFICATES, LICENSES, REGISTRATIONS: 

• None 

Typical Physical Demands and Work Environment: 

Work may require sitting for long periods of time; also stooping, bending and stretching for files and supplies, occasionally lifting files, objects or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, telephone, copier and other office equipment as necessary. Hearing must be in the normal range for telephone and video conferencing contacts. Visual acuity necessary to work extended hours on computer screens. Ability to work in an environment with moderate noise and which can be fast paced and project intensive. Travel and some extended overnight trips in the performance of duties may be required.