Essential Duties & Responsibilities:

• Provide support to users over the phone, email, and online by identifying and resolving issues associated with the Workforce Edge and Sophia platforms , Salesforce, as well as other applications as they are implemented

• Coordinates issue escalation to other teams and communicates progress and resolution. Documentation and case management of all support requests to detail information on reported requests, troubleshooting, actions taken, follow-up, and resolution.

• Meets and exceeds team service level metrics with productivity, case management, and quality of service.

• Keeps apprised of new technology and system updates.

• Complete special projects or other tasks assigned in the agreed-upon timeframe and goals.

• Assist in creating and updating documentation for internal end-user s , such as knowledge base resources and online tutorials.

• Assist with team communication and questions.

Job Skills:

• Proficiency with using case management tools (Salesforce a plus).

• Must possess excellent oral and written communication skills and place a high degree of importance on developing and maintaining a high quality of service.

• Proven ability to learn new technology and processes quickly.

• Ability to solve complex technical issues via phone, email, and online tools.

• Must possess the ability to prioritize tasks, stay organized, and be flexible to changing priorities.

• Ability to work on multiple tasks simultaneously, despite frequent interruptions.

• Consistent, high-level demonstration of integrity and professionalism.

• Understanding of SQL and the ability to execute read only queries. (preferred)

Work Experience:

• 1+ years of experience with education platforms and provider integrations.

• 2+ years of experience providing customer service and support .

• 1+ years of experience handling a diverse scope of applicat ions/processes

• 1+ years of experience using and troubleshooting with Windows Operating System, Microsoft Office, Internet Browsers is require d

• 2+ years of e xperience in supporting integrations including API and file based.

• 1+ years of experience working with single sign on technology (SSO)

• Comfortable working with diverse teams.

• Basic understanding of SQL.

• 1+ years of experience with remote management tools in the resolution of technical issues is a plus.

• 1+ years of experience supporting Salesforce Service Cloud, Sales Cloud preferred

Education:

• Two-year degree or higher from an accredited institution and/or equivalent work experience

• Salesforce Admin Certification is a plus

• Spanish Language Proficiency is a plus

Other:

• Must be able to travel 0-10% of the time

• Must be able to lift 25lbs

• Hybrid office setting with Remote and On-Site

• Mobility within the office includes movement from floor to floor

• Travel via plane, car, and metro may be required to perform this job

• Must be able to work more than scheduled hours per week when business needs warrant

• Access information using a computer

• Effectively communicate, both up and down the management chain

• Effectively cope with stressful situations. Strong mental acuity

• Regular, dependable attendance and punctuality are essential functions of this job

• Other essential functions and marginal job functions are subject to modification