Support Technician

St Petersburg, Florida, United States

Support Technician with FOCUS SIS Experience

Focus School Software is a fast-growing school management software company. We thrive on creating some of the most innovative features on the market today, helping educators to meet their evolving needs in classrooms, district management, state reporting compliance, and other facets of student-centered education and technology.

Currently, Focus is looking for energetic, creative, and experienced candidates who can help us succeed in our mission to serve an increasing number of districts across the nation. We keep our clients’ needs at the forefront of everything we do, and as a company who understands the hard work of today’s educators, Focus looks for employees who share our values towards education.

Support Desk Phone and e-Ticket Support with Focus School Software, LLC

Required Skills:

Great customer service skills!

Comfortable with ticketing systems (Zendesk)


Ability to prioritize tasks and multitask


Versatility with Office and Mac computers

Works well with a dynamic team, including programmers and upper management


Attention to details must be a priority

Have a base understanding of Focus SIS/ERP software; DOE state reporting needs, and the needs of their schools and/or district

Duties and Responsibilities:

Ability to quickly determine which requests can be escalated and which ones can be solved with a little initiative.

Ability to identify errors in data configurations causing software malfunction


Handle requests from Administrator's for Student Information System setup


Will not be simple questions like, "What's my password?" and will frequently require follow up with district and Focus support staff.

Must take the initiative to follow up on tickets until it is resolved to the client’s approval


Must be able to communicate technical problems from school IT staff to Focus programmers and replicate any system bugs

Must be able to initiate their own training, personally stay abreast of the latest trends and system updates, and actively seek out new information as needed, whether by reading existing training handouts and/or technical documentation, watching new training videos, or initiating the help of other departments and staff as needed.

Experience:

1-year minimum of experience in a similar position, preferably within software or a technology-related industry


Focus experience is strongly preferred!

SQL queries are a plus


Background in an educational setting is strongly preferred


Focus moves fast. You will be expected to hit the ground running, and perform self-start training

Focus School Software’s compensation package offers the following benefits:

Medical Insurance


Dental Insurance


Life Insurance


Short and Long Term Disability Insurance


401(k)


Paid Holidays


Paid Vacation and Sick Time


Casual dress code


Paid parking in downtown St Pete


Free lunch on Fridays