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SalaryPosition Title:
Senior Solution Support Specialist Salary Range:
$64,465.20 - $90,251.28 Job Description Summary:
This position manages the Sourcewell solution ticketing system and is responsible to provide client-centric service. This position is responsibile for responding to inquiries and complaints as it relates to Sourcewell's solutions. This position is also responsible for training and troubleshooting issues as it relates to Sourcewell solutions. Job Description:
Essential Duties and Responsibilities
1. Manage Solutions Help Desk communications.
- Proficiently respond to large, complex, or escalated application issues for participants in a cost effective manner. Identify problems and coordinate appropriate corrective action via multiple channels.
- Function in a help desk capacity by proficiently responding to assigned inquiries and requests for assistance from internal and external users.
- Diagnose and troubleshoot complex issues with solutions and services and implement cost effective changes that resolve underlying issues. Serve as a first-level escalation of complex issues for Solution Support Specialist and escalate unresolved issues to the appropriate stakeholder.
- Maintain accurate records of all support requests and resolutions in the ticketing system. Update knowledge base articles to facilitate user self-help and continuous improvement.
- Educate and consult with end users on baisc functions and best practices to prevent recurring issues.
- Proficiently conduct data validation, adhere to data standards and reporting guidelines, and provide consultation to stakeholders.
- Monitor, report, and take corrective action on all processing exceptions
- Consult with third party suppliers as necessary to solve inquiries from participating agencies. Add to and update internal knowledge based utilized by Solution Support to effectively share technical knowledge.
2. Continuous improvement efforts for the Solution Support team.
- Develop and maintain a complex understanding of solution requirements, state regulations, and agency concerns in order to address inquiries.
- Provide expertise and recommendations related to best practices in planning, implementing, and using application systems and technology.
- Lead the quality assurance testing of new or enhanced application systems and development of related support materials
Additional Job Description:
Required Qualification
- Associate's degree in a relevant field AND two (2) years of experience with assigned solutions, K-12 student or business office, account management, client relations/development, or other directly related experience OR
- A combination of related post-secondary and/or professional education/training and demonstrated relevant work experience equivalent to a total of four (4) years.
- Experience working in a business environment.
- Strong communication, problem-solving and organizational skills
- Experience serving internal or external customers
Preferred Qualifications
- Three (3) or more years of experience with assigned solutions, K-12 student or business office, account management, client relations/development, or other directly related experience.
Position open until filled.
Salary Range:
- Grade 8, $64,465.20 - $90,251.28 per fiscal year, commensurate with experience.
First review of applications will take place March 14th. If interested, please submit your application prior to this date to be considered.
Location:
- This is a remote position, and is subject to Sourcewell's telecommuting policies and procedures.
- On occasion may be expected to attend meetings or trainings at Sourcewell's headquarters in Staples, MN, advance notice would be given to team member.
*Sourcewell is currently accepting applications from all states, except the following: California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Oregon, Rhode Island, Vermont, and Washington. Applicants living in or planning to relocate to a state not on this list are encouraged to apply. *
Sourcewell exists to empower community success. We stand with our partners in government and education striving to recognize and honor the differences in each of our community members. We are committed to removing barriers to equity.
Values
- Seek. Be curious.
- Empower. Be accountable and liberate others.
- Impact. Be a difference maker
Full Time/Part Time:
Full time Position Type:
Regular Scheduled Hours:
40#LI-Remote
