Technical Support (Tier 1)

St. Petersburg, Florida, United States | Full-time | Fully remote

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Tier 1 Support Technician

Focus believes in a customer relationship support management approach. The support department consists of a dedicated team of Support Agents, most having a background in the education industry. Our mission is to proactively engage our customers beyond our competitor’s standard level of service, to understand their unique processes and how they interact with the suite of Focus products. The Tier 1 Support Technician position is full-time remote and entry-level, but one of importance in the organization's success.  The support position is the voice of Focus when a client calls and is often the first line of communication when the district is reporting an issue.  

Expected Education and Experience:

  • 2 or 4-year degree or a year of experience in a similar position within education or a technology-related industry
  • Background in an educational setting is strongly preferred
  • Experience with Focus School Software strongly preferred
  • SQL knowledge preferred

 

Support Position Qualifications:

  • A do-anything attitude for delighting the customer. We are a customer-centric organization, meaning we drop everything to solve problems and make our customers happy.
  • Exceptional written and verbal communication skills. 
  • Self-starting problem solver, who isn't afraid to learn on the go and enjoys the technical intricacies and challenges of live software. 
  • Demonstrated experience and a passion for customer support.
  • Ability to work effectively under deadlines and juggle multiple projects simultaneously.

Job Responsibilities:

  • Communicate directly with the Tier 1 Support Manager and Tier 2 Support Team on open tickets and outstanding issues.
  • Communicate directly with Quality Assurance on issue resolutions.
  • Monitor Zendesk queue during all work hours.
  • Handle incoming support calls through Zendesk/support line. Have phone line open and available during all work hours
  • Coordinate project support with the project team if the district you are supporting is in implementation. Coordinate ongoing support with account executive if the district you are supporting is post-implementation
  • Liaison between Tier 2, the customer, and the Account Executive/Project Coordinator when escalating Zendesk tickets for customers.
  • Take part in weekly and/or bi-weekly status calls with the support management team.
  • Work to deplete backlog of open items for assigned customers.
  • Monitor support calendar that includes key dates such as school start date, school end date, progress reports, report cards, state reporting windows, holidays, etc.
  • Complete 4-week training program
  • Complete level 1 technical certification training within one year of hire