Provides remote software support, troubleshooting, training, webinars, and documentation for K-12 school district customers using Harris School Solutions QSS/OASIS. Diagnoses application issues, collaborates with technical and development teams, and delivers timely client resolutions. Requires strong communication, presentation, organization, analytical problem-solving, and customer service skills, plus familiarity with Linux/Windows applications, PostgreSQL, SQL Server, and client-server systems.
Client Services and Support Analyst, Part-Time (32 hours)
Schools FINS Enterprise - Remote - California
The Client Services and Software Support Analyst will provide high-quality, friendly, and prompt support and training services for Harris School Solutions QSS/OASIS software. The individual selected for this role will be a highly energetic self-starter with the ability to work independently and in a team environment. As a Client Services and Support Analyst, this person will be part of a team dedicated to providing exceptional service to K-12 and County Office of Education customers primarily on the U.S. West Coast.
Occasional travel may be required to client sites, user groups, and conferences. Travel is expected to be less than 25% annually.
What will be your impact:
- Provide quality support to our clients, employing a high degree of service and timeliness of resolution.
- In addition to the Professional Services team, provide end-user in-person and online training resources.
- Assisting the Professional Services and Support teams in developing and maintaining end user training documentation.
- Lead webinars and software training classes for our clients.
- Develop a deep understanding of the functional/technical features of our applications and use this knowledge to address application-related issues and questions.
- Diagnose software issues/bugs, performing the appropriate resolution; working with other members of the technical support and software development teams in order to identify and resolve problems in a timely, efficient, and effective manner.
The ideal candidate will meet many, if not all, of these requirements:
- Ability to handle customer inquiries, requests and complaints in an efficient, effective and professional manner.
- Polished presentation skills
- Experience providing software training to CA K-12 school districts.
- Excellent troubleshooting and analytical problem-solving skills
- Excellent oral and written communication skills
- Highly-developed organizational skills and time management ability
- Ability to work independently on assigned projects, as well as in a team atmosphere
- Highly motivated, flexible, adaptable nature
- Ability to learn quickly in a fast-paced, challenging, and ever-changing environment
- Well-versed in supporting apps on a hybrid Linux Back-end/Windows Front-end applications
- Knowledge of Postgres and SQL Server databases;
- Experience with client-server applications
- Knowledge/experience with business intelligence query tools is preferred
- Knowledge/experience with fund accounting and payroll applications in the K-12 market is preferred
Pay rate: $40.00 - $45.00 USD per hour.
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