Description

The Technology Support Assistant will work closely with the SSoM Infinite Campus Support Team to provide front-line support to our client school districts on matters related to the Infinite Campus Student Information System. 

Scope of Responsibility:
The Technology Support Assistant will work closely with the SSoM Infinite Campus Support Team to provide front-line support to our client school districts on matters related to the Infinite Campus Student Information System. 
 
Essential Functions: Infinite Campus Student Information Support 
 - Working in close consultation with the SSoM Infinite Campus Support Director, the Campus Tech Support Assistant will: 
- Act as the primary point of contact for Montana-based school district customers with questions, requests, or troubleshooting problems relating to the Infinite Campus software suite of products.  
- Assist with the growth and development of existing District accounts through support and excellent customer service 
- Provide real-time technical support via live trainings, telephone, and electronic communications. 
- Verify support contact credentials and account service level agreements.  Assist customers by resolving incidents, redirecting the request, or escalating. 
- Discuss details of incidents with support contacts and verify replication on customer website.  Triage and prioritize customer issues. 
- Document all support incidents and customer requests in the tracking system in a timely manner and use the system to track all unresolved incidents. 
- Coordinate with support team to ensure customer requests are handled appropriately and in a timely manner based on established service levels.   
- Maintain consistent customer communication to ensure that customers are advised on the steps being taken to resolve their incident or service request. 
- Prioritize multiple, sometimes unrelated tasks throughout the day as circumstances require. 
- Maintain technical product knowledge on existing and new products. 
- Maintain department standards for attendance, coverage (including lunch), and volume and effectiveness of problem resolution. 
- Access Infinite Campus production customer data in live sites adhering to the practices and procedures outlined in the master security guidelines. 
- Obtain necessary certification(s) to provide support and training on the Infinite Campus product. 
- Assist with product workflow and analyze District utilization to streamline systems and integration with Infinite Campus and other 3rd party integrations 
- Other functions may be required or assigned by the Director of Infinite Campus Support or Executive Director. 

Requirements

This is a full-time position, averaging 32-hr/week with potential to grow to a 40-hr/week position within six months of starting. Work will generally be conducted during normal school/business hours (between 8a.m. and 5p.m.). This position is remote (i.e., telecommuting, with established, reliable Internet connection as a requirement). Business travel within Montana will be required (~10% of time). The candidate must reside in Montana. 

Requisite Knowledge, Skills, and Abilities: 
- Commitment to the SSoM vision and mission and to the equitable distribution of resources. 
- Proficiency in multiple modes of communications (e.g., voice, data, messaging). 
- Strong self-motivation, time management, and organizational skills. 
- Strong technology skills, particularly with the Microsoft Office suite of applications.  Ability to learn, master, and obtain certifications (as necessary) with Infinite Campus. 
- Preferred SQL and HTML knowledge 
- Knowledge of and ability to adhere to data privacy laws and practices including HIPAA and FERPA. 
- Ability to communicate effectively and work collaboratively with the SSoM team, clients, and other stakeholders. 
- Ability to enter and analyze data with an attention to detail, accuracy, and quality. 
 
Minimum Qualifications: 
Education 
- Associate degree required.  BA/BS in a related field preferred. 
 
Experience 
- Experience in an office environment providing direct customer support strongly preferred. 
- Consideration will be given to an alternative combination of experience and training that provides the required knowledge, skills, and abilities and that encompasses the essential functions. 
- Consideration will be given for Infinite Campus experience.  

Employer Benefits:
Medical (premium covered for employee)/Dental/Vision 
401k Retirement Plan (with match +1%)
8 Paid Holidays 
4 Floating Holidays 
Paid Time Off (PTO) Accrual 
Health Leave  
Monthly Cell Phone/Technology Stipend
PTO Cash Out Option  
Employer PTO Leave Donation Bank