Help Desk Agent And Data Support (Temporary)

The Help Desk Agent is a representative of Catapult Learning whose main responsibility is to provide virtual front desk services for our stakeholders (parents, students, school administrators, and staff). This service-oriented position corresponds with the stakeholders via an email ticketing system to ensure accountability and clear, prompt, and friendly communications to resolve a variety of requests.

Responsibilities/Core Functions:

• Interpret the needs of stakeholders as reported in their emails
• Communicate with stakeholders, clearly and kindly, in order to reach a resolution
• Collaborate effectively with other Catapult departments for support in finding resolutions
• Utilize an email ticketing system to manage and prioritize high volumes of stakeholder requests
• Provide data entry support for student and staff information

• Using Microsoft Office and online software (Excel, SmartSheet, Outlook, Freshdesk, etc.) for communication, reference, and accountability
• Practice security and discretion in the handling of potentially sensitive data
• Address and resolve tickets within established timeframes
• Assist with special projects and additional tasks as needed

Qualifications:

• Strong reading, writing, and organizational skills
• Personal accountability and timeliness
• A hospitality/service-oriented mindset with a friendly demeanor
• Experience and comfort with data platforms, such as MS Excel, Smartsheets, MS Project

• Strong awareness of cyber security practices
• Strong analytical and problem-solving skills
• Ability to handle complex,difficult,or escalated issues
• Demonstrate responsiveness and a sense of urgency when dealing with internal and external clients
• Familiarity with MS Office 365 (Outlook, Excel, Word, etc)

Preferred:

• Virtual Help Desk or ticketing experience
• Multi-lingual
• Teaching/education experience

Additional Requirements:

• Cleared background check (including fingerprinting) due to access to sensitive information
• Availability between late Spring into Fall of 2023

PHYSICAL ENVIRONMENT/WORKING CONDITIONS: consistent use of technology/data entry

Employment Type: Seasonal/Summer Help