Support Representative I (Madison, WI)

Support Representative I (Madison, WI) SameGoal Inc Madison, WI Job Details Full-time $60,000 - $70,000 a year 3 hours ago Benefits Disability insurance Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Parental leave Vision insurance 401(k) matching Life insurance Qualifications Interpersonal skills Writing skills English Bachelor's degree Attention to detail Customer support Grammar Experience Technical Proficiency Full Job Description Company School districts are required by federal, state, and local law to provide a free, appropriate public education through Special Programs such as Special Education, Section 504, RTI/MTSS, Gifted/Talented and English Learners/Emergent Bilingual. Extensive documentation is required, informs student education, and drives district funding. SameGoal is a documentation, management and compliance web application that helps districts reduce time spent on paperwork, prevent compliance issues and improve education for students with special needs. We currently serve 1000+ districts/local education agencies nationally (including large and small districts, state agencies and charter networks) with a 99%+ annual renewal rate. Support Team Outstanding user satisfaction starts with excellent support. SameGoal's Support Team is the first line of support for all users of the SameGoal web application. The mission of the support team is to help our users understand how to use the application to best support their different Special Programs workflows. This encapsulates all parts of the user experience from how to log into the application, how to manage their caseload, to how to troubleshoot student alerts. Transitioning Teachers Important skills in this role include attention to detail, curiosity, a heart for understanding, and helping serve educators and thereby students as best as possible. It blends empathy, patience, joy of serving others, and interest in solving puzzles a unique way. There are few other opportunities available in which you can help fellow educators effectively support their students in a platform that truly speeds up their processes, giving them more time to focus on their students. Role Provide a high level of customer service and support from 10am - 7pm CST (via phone, email, video calls). Have the ability to evaluate, troubleshoot, replicate and follow-up on customer issues. Enter tickets and assist in administering a Help Desk ticketing system. Capitalize on functionality within the system to continuously improve processes.

Track open tickets:

follow-up with the requestor and others assigned to determine and communicate the progress of the ticket or request. Requirements Bachelor's degree or higher required Positive, confident, proactive work ethic Outstanding attention to detail with a drive for high-quality output Excellent technical aptitude and comfortable with learning new applications and software tools Excellent verbal and writing skills, including complete command of English grammar and mechanics Strong interpersonal skills, keeping our users happy with a user-friendly, stable application experience 1-2 years of technical support experience (technical support role) preferred Employment Full time in-person at our Madison, WI office Benefits 401(k) / 401(k) matching Dental insurance Disability insurance Health insurance Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance SameGoal is an Equal Opportunity Employer, participates in E-Verify and is FLSA exempt.

Job Type:

Full-time Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance

Education:

Bachelor's (Required)

Experience:

Customer support: 2 years (Required)

Language:

English (Required)

Work Location:

In person