Expert Care Specialist ( Customer Team)

The Expert Care Team Member plays a key role in helping our customers solve software issues, build knowledge, increase user adoption and promote best practices through the delivery of high-quality software support for the K-12 child nutrition community.

As an Expert Care member, you will:

• Understand PrimeroEdge and SchoolCafé in the functional and technical areas of our software as they relate to customer environments
• Stay abreast of upgrades and new features, documenting new troubleshooting steps as needed
• Diagnosing and resolving technical issues and documenting resolution and knowledge base (KB) articles
• Deliver interesting, innovative, stimulating and effective technical support for external customers
• Contributes to the development and maintenance of documentation for customer and team member knowledge.
• Partner with other team members to resolve customer issues through collaboration and teamwork.
• Adhere to company and industry best practices and techniques in processes and procedures in the delivery of support
• You may be asked to engage in special projects to support success of our customers
• Phone and Email Support with direct customer contact, logging detailed information for each contact
• Provide written and verbal step by step instructions to be understood by customers and team members
• Adhere to SOC Compliance procedures and best practices. Document server access each and every time

Required:

• Bachelor’s or master’s degree or equivalent work experience
• Minimum of 1-year experience with Server and Network work
• Minimum 1-year experience in a customer support or customer service role.
• Ability to work on projects while maintaining a high closure rate of trouble tickets.
• Minimum 1-year experience working knowledge of Microsoft SQL Scripting (TSQL).
• Advance knowledge of MS Office. (Excel, Word, etc.)
• Working Knowledge of Microsoft PowerShell.
• Improvise, think creatively and find the solution when it may not be clear.
• Experience troubleshooting via remote access tools (GoToAssist, LogMeIn, Windows RDP, various VPNs)
• Experience troubleshooting network protocols
• Ability to prioritize and perform multiple high priority tasks concurrently with minimal direction
• Ability to learn software solutions quickly using pre-release documentation and pre-release software.
• Excellent written and verbal English skills for the purpose of customer communication
• Able to present project updates to customer representatives
• Ability to work and learn in a team environment.
• Ability to work independently without supervision, is detail oriented and works well under pressure
• Ability to work some flexible hours, including time before and after normal business hours, weekends and holidays if the need arises.
• Ability to travel an average of 10% as business needs arise.
• Organized, task and project driven

Preferred

• Microsoft or CompTIA Certifications (Networking, SQL Server, Windows Server/Desktop Management, Database Management)
• Ability to build customer relationships virtually with the goal for continued customer loyalty and advocacy.
• K-12 Child Nutrition team expeirence