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Helpdesk Trainer

American Technology Consulting

Madison, WI

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JOB DETAILS
SKILLS
Application Programming Interface (API), Business Analysis, Business Skills, Communication Skills, Conferences, Customer Relationship Management (CRM), Customer Support/Service, Data Quality, Data Warehousing, Frequently Asked Questions (FAQ), Google Apps, Help Desk, Interpersonal Skills, Leadership, Microsoft Dynamics CRM, Microsoft Office, Organizational Skills, Presentation/Verbal Skills, Process Analysis, Process Improvement, Product Demonstration, Progress Reports, Quality Monitoring, Support Documentation, Technical Writing, Time Management, Training/Teaching, Willing to Travel
LOCATION
Madison, WI
POSTED
30+ days ago
REQUIRED SKILLS: (Need Majority; 1-2+ Years) Serve as a customer service contact for data reporting for Wisconsin schools and districts. Create, oversee, and monitor requests, incidents, and resolutions using ticketing software. Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews. Openness to presenting training sessions and materials. Experience preferred. Monitor and support district reporting progress and ensure data errors are resolved. Assist WISEdata product owner with business process analysis and improvements. Conduct data health checks using the WISEdata portal and WISEdash visualizations and download tools. CONTRACT OVERVIEW MUST BE CURRENT WI RESIDENT OR RELOCATING NICE TO HAVE SKILLS: Understanding of API technologies. Knowledge of data warehousing and reporting. Experience working in education software systems at school/district/state level. Provide on-site or virtual training. INTERVIEW PROCESS: Microsoft Teams Video On & Audio On DESCRIPTION OF ROLE: The goal of this position is to increase support to Wisconsin’s schools and districts for state reporting tasks as well as provide training and presentations related to several data applications. The position performs direct WISEdata customer support services for school and district clients (LEAs) by responding to CRM tickets, emails, and phone calls. This position will document, track, and monitor support requests to ensure timely resolution. It will also serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops organized by the Customer Services team or external stakeholders. The employee will follow the Customer Service Framework and standard practices for effective customer service. Key Responsibilities: Customer Service Help Desk Responsibilities (60%): o Respond to customer requests via CRM, email, and phone. o Track and document tickets and support issues. o Support schools/districts in WISEdata data submissions and review processes. o Contact districts proactively if data support is needed. o Monitor data quality, review reports before data snapshots. o Help identify improvements to state reporting through business analysis. o Provide support to ensure data issues and errors are being resolved. Training Responsibilities (35%): o Serve as primary trainer for internal and external WISEdata-related sessions. o Collaborate with Technical Writer on documentation and FAQs. o Create and update tutorials, videos, and training materials. o Present at in-person or virtual conferences and workshops. o Provide feedback to leadership on client support issues. Professional Development & Other Duties (5%): o Stay current on application changes and industry practices. o Attend professional learning sessions and vendor user groups. CONTRACT OVERVIEW MUST BE CURRENT WI RESIDENT OR RELOCATING o Contribute to team meetings and processes. Other skills that might be valuable to the role: Strong interpersonal and customer service communication. Decision-making in complex situations. Ability to interpret business logic and technical requirements. Oral and written communication effectiveness. Ability to work independently and collaboratively. Familiarity with Microsoft Office, Microsoft Dynamics CRM, Google Apps. Knowledge of student information system (SIS) software used in Wisconsin. Knowledge of DPI tools including WISEdata Portal, WISEid, WISEdash, Ed-Fi Credential Application. Must be able to travel by car to meetings outside Madison.

About the Company

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American Technology Consulting