Support Representative

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Full Time Regular Minneapolis, Minneapolis, MN, US 1 Attachments

5 days ago Requisition

Salary Range: $18.14 To $24.04 Hourly

Target Hourly Rate: 24.04

ONSITE IN BLAINE, MN

Infinite Campus is an educational software company that helps K12 school districts manage their day‑to‑day operations. We’ve been around for over 30 years and are the most trusted name in student information. Our customers include over 2,000 school districts across the United States and our products support more than eight million students.

Play a critical role in the overall success of the Campus Support team and the assurance of customer satisfaction with Infinite Campus. Your primary responsibility will be the main point of contact for customers with questions, requests, or troubleshooting problems relating to Infinite Campus products. Provide technical support via telephone and electronic communications. Verify support contact credentials and account service level agreements.

Assist the customer by resolving incidents, redirecting calls, or escalating. Discuss incident details with support contacts and verify replication on the 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. Work with the support team to ensure customer requests are handled appropriately and timely based on established service levels.

Keep customers advised on the steps being taken to resolve their incident or service request. Prioritize multiple 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.

You are responsible, able to achieve desired results within expected time frames with a high degree of quality and professionalism. You can establish and maintain positive and productive work relationships with all staff, customers, and business partners. You are professional with a positive attitude and can assimilate to the company’s culture and customer service philosophy. You are self‑motivated, analytical, and able to solve complex issues;

dedicated to a timely and accurate resolution. You are detail‑oriented, able to distinguish between critical and irrelevant pieces of information. You are ethical and will learn from your mistakes and improve performance from each experience.

You will have a bachelor’s degree or equivalent and/or transferable work experience. You will have previous customer service experience. You will possess the aptitude to learn and understand Infinite Campus and a software development life cycle. You have the ability to critically think, troubleshoot, and triage complex problems or issues.

• Medical
• Onsite Health Center for employee and family
• Teledoc
• Dental
• Vision
• Health Savings Account
• Flexible Spending Accounts
• Short & Long Term Disability
• Life and ADD insurance
• Generous paid time off (PTO)
• Holiday pay
• Employee Assistance Program
• 401k
• Employee Stock Option Plan
• Education Assistance
• Daily free lunch and beverages at our onsite restaurant

A relaxed work environment that embraces onsite in‑person collaboration at our headquarters in Blaine, a suburb of Minneapolis, MN.

We solve problems at Infinite Campus. Driven by our mission and vision to transform K12 education, we build solutions that serve K12 education and empower change for the better. We have shown that by adapting and applying technology and practices used by the private sector to K12, educators can be more productive in their daily tasks and accomplish things previously thought to be impossible.

Infinite Campus, Inc. provides equal…