Customer Support Specialist II

JOB TITLE: Customer Supoort Specialist II

DEPARTMENT:  PaySchools Operations

REPORTS TO:  Support Manager

SUPERVISORY RESPONSIBILITIES:  Sole Contributor

JOB LOCATION:  Canton Office - On site only

SUMMARY OF POSITION

The Customer Supoort Specialist II position is a key team member of the Support Team within the Business Operations unit at PaySchools.  This position reports to the Support Manager. 

The primary function of this position is to support our clients (district employees) on our various school solutions that we offer.  This individual should have solid written and verbal skills and be proficient on a computer especially with the Microsoft Office suite.  The individual should also have PaySchools solution knowledge as outlined below or equivalent industry knowledge.

EDUCATION & EXPERIENCE

• Bachelor’s degree from accredited college preferred or 3 years minimum as a Support Specialist at PaySchools.
• In lieu of  Bachelor's degree 5 Years of applicable technical knowledge as outlined below in the desired skills would be acceptable.
• High School Diploma or GED required

DUTIES & RESPONSIBILITIES

• Demonstrate an excellent quality of support to our customers (customer first approach).
• Provide email and phone support of PaySchools suite of products to our customers.
  • High availability for support contact to ensure timely and accurate response to all inquiries.
  • Respond to inquiries for support requests from customers, Business Partners and internal co-workers in a timely manner.
  • Utilizes phone, email and remote connections to investigate and resolve customer issues.
• Diagnose underlying cause of customer issues or performance issues.
• Evaluate ongoing support issues and look for ways to suggest preventative measures.
• Create and maintain documentation to assist in future problem resolution.
• SME level product knowledge on minimum 3 of our products.
• Provide training and live support for suite for PaySchools Products.
• Graduate to entry level support of PaySchools products not currently supporting.
• Perform installation/setup/programming of PaySchools suite of products.
• Provide continued cross training of PaySchools team on SME level products.
• Other task as directed by the Support Manager.

DESIRED SKILLS

• Excellent written and verbal skills.
• Extremely organized.
• Detailed oriented.
• Excellent prioritization skills.
• Excellent time management Skills.
• Ability to multi-task.
• Working knowledge of SQL for basic database queries and scripts
• Excellent with customers.
• Contribute to a positive team environment.

DISTINGUISHING FEATURES

An employee in this role should be a self-starter as they provide support on a majority of our solutions that we offer to our district personnel.  This includes troubleshooting district issues, training district personnel and performing onsite stand by support as requested.  An employee in this position is expected to be extremely knowledgeable with a majority of PaySchools solutions and should be identified as a SME (Subject Matter Expert) in at least three of our core products. The employee should also have the skill set to speak with various levels of the client/district organization.