Role: Virtual Support Technician – Application Support
Location: Knoxville, TN or Pittsburgh, PA
Division/Department: Site Services/School Technology
Reports to: School Technology Support Director or Tier 2 Support Supervisor
Direct Reports: None
The Virtual Support Technician (VST) – Application Support is responsible for providing high quality Tier 2 support services to customers/clients using EdisonLearning’s proprietary online products. The Virtual Support Technician must develop expert understanding of EdisonLearning online products to provide necessary support and fully understand the impact of the services s/he provides.
Additionally, the VST is a technical resource that may be used to augment EdisonLearning Tier1 Support Services during seasonal high-volume periods.
Technical Support: Incident/Problem Management:
Provide outstanding Tier 2+ technical support to EdisonLearning online product customers/clients.
Perform analysis of complex application issues and work closely with IT support groups, as required, to resolve identified issues.
Provide timely and efficient responses to customer inquiries and escalate within Technology Department when necessary.
Troubleshoot issues working directly with the customer on identified product implementations and/or deployments.
Document solutions to problems and support the development of end user materials.
Adhere to EdisonLearning’s documented Service Desk policies ensuring online product users receive quality service and technical support on a consistent basis.
Become expert user of Infra, EdisonLearning’s Service Desk ticket management system.
Understand EdisonLearning Service Level Agreement (SLA) commitments and provide customer support in accordance with documented guidelines.
Proactively monitor ticket queue for compliance to Technology Service Level Agreement (SLA) and take ownership/adjust service delivery as needed to meet SLA.
Document all customer contact in Infra in accordance with EdisonLearning Service Desk guidelines.
Assist in Implementing Technology Initiatives:
Assist in the implementation of EdisonLearning’s technology vision. When requested, participate in Technology Committee meetings to provide input into the strategic Technology Plan by providing technical input. Assist in the migration and/or upgrades of new systems as needed. Follow EdisonLearning Technology policies and procedures in terms of network, hardware and software configurations and use.
Become an expert user of EdisonLearning software solutions. Assist end-users in problem-solving technical issues and provide end-user’s training on EdisonLearning’s online solutions.
Internal: Partner with EdisonLearning’s Service Desk to continuously evaluate and improve technology service processes.
External: Partner with EdisonLearning vendors to provide technology hardware, services and support. Communicate with EdisonLearning clients. Collaborate with school staff to provide quality support services. Provide ongoing support to virtual school students.
Two year technical degree or equivalent experience/certifications required.
BS/BA in a technical field desired
Minimum 3 year prior experience in customer service and/or providing user support
Experience providing hardware/software support to remote users.
Experience with remote desktop support tools (TeamViewer, VNC, LanDesk, etc.)
Excellent communication skills – able to understand complex customer needs and to explain resolution to technical issues to helpdesk staff and customers in a simple manner
Self-driven learner with exceptional problem solving/troubleshooting skills
Advanced Excel skills (more advanced formulas, writing Excel VBA macros) desired
Basic database knowledge (MySQL, Oracle, PostGres, SQLserver) a plus
Experience with eLearning/Student Information Systems (SIS/LMS) applications desired
Key Behavioral Competencies:
Follows relevant work procedures in line with defined internal and external standards given by the Online Support Manager and/or Provost Academy
Demonstrates awareness of other teams and the role they play within the school‘s community and EdisonLearning
Consistently delivers on agreed goals and tasks and can be relied upon to meet or exceed expectations
Identifies and communicates when a decision needs to be made
Identifies all steps necessary to achieve results and consistently follows these steps
Takes proactive action to develop/maintain relationships that are impacted by change and ensure that others are assisted in dealing with change
Brings ideas for service delivery improvements to the attention of others and pursues these ideas through to resolution or completion
Sources and listens to all points of view and respects differing opinions when developing solutions
Diligently adheres to policies set by Headquarters and Provost Academy
Speaks to all members of the school with friendliness, respect and in manner that is easily understood