Product Specialist
Five Star Technology Solutions
Remote
Posted ago
Five Star Technology Solutions

The Software Support Product Specialist: Level 1 Tech provides high-quality customer service by fielding client technical support requests through, phone, email, ticketing system, and direct conversation with other team members. Strong communication skills are necessary for developing and maintaining healthy working relationships with district staff including teachers and administrators. Software Support Product Specialist: Level 1 Tech will also collaborate with members of the Support Team in resolving customer concerns. contributing to problem-solving discussions, and actively suggesting improvements to the software platforms.

Software Support Product Specialist: Level 1 Tech will work remotely and report to the Director of Product Experience.

Responsibilities

  • Provide technical support services via ticketing system, phone, and email
  • Work closely with school district personnel and team members to ensure timely, process-driven solutions to issues that arise
  • Relay feedback received during client interactions to Director of Product Experience to inform of product enhancements
  • Access client assessment data from vendor sites and import the files into Pivot
  • Troubleshoot data file import issues as they arise on a client-by-client basis
  • Exceed client’s expectations on quality and thoroughness of data management and support
  • Participate in quality assurance testing of software solutions
  • Maintain accurate records of work done and communication with districts
  • Attend software support team meetings
  • Participate in periodic training sessions to improve comprehensive understanding of Pivot and other related job duties
  • Fulfill other duties as directed by the Director of Product Experience

Qualifications

  • Previous experience working with data files from Microsoft Excel including CSV (comma delimited) files is required
  • Proficiency in use of Microsoft Excel and data manipulation including sorting, filtering, and some Excel formulas
  • Previous experience working in a technical support/help desk environment is preferred
  • Previous experience working with Google Apps including Gmail, Google Drive, Google Docs, and Sheets is preferred
  • Possess technical and troubleshooting skills to handle support requests, excellent communication skills in person, over the telephone, and in electronic communication
  • Previous experience working in a K-12 school district is preferred
  • Must be self-motivated and exhibit commitment to total customer satisfaction
  • Positive attitude and a commitment to being a team player
  • Ability to learn quickly and meet strict deadlines

Compensation
$38,000
About Five Star Technology Solutions

At Five Star Technology Solutions, we believe technology can transform education to meet the needs of today’s K-12 learners. Our K-12 focused staff understands the pressures teachers and schools face and believes the “one size fits all” approach dominating the education market is failing teachers and students. That is why we developed a unique suite of educator-requested, educator-developed technology solutions to help students and schools succeed, including managed services and professional development.

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