Support Coach

The Support Team Coach plays a pivotal leadership role that is instrumental in the overall success of the Campus Support team and in ensuring customer satisfaction with Campus products. Reporting to and collaborating closely with the Manager, Support Services, the Support Team Coach provides evaluation, analysis, and guidance to optimize departmental operations and product effectiveness. This role is dynamic and requires adaptability to ever-changing priorities. Within the Infinite Campus organization, the Support Team Coach occupies a critical position, necessitating cross-disciplinary collaboration with other departments to maintain high levels of employee and customer satisfaction with Infinite Campus products. This position is majority onsite; existing OSW schedule may no longer apply.
Job Responsibilities:

• Leadership and Coaching: Provide leadership to team members through modeling and coaching, fostering maximum employee commitment, trust, and engagement.
• Issue Prioritization: Collaborate with Development to prioritize issues based on customer-reported volume or issues impacting Support's workflow.
• Product Launch Advocacy: Represent the Support team as a subject matter expert and advocate for customers during product launches.
• Issue Resolution: Facilitate and engage necessary resources to ensure timely resolution of escalated issues. Assist in root cause analysis and solutions.
• Customer Escalations: Coordinate solutions and communications for escalated customer questions or requests.
• Goal Setting: Determine goals in consultation with management and develop detailed plans for their achievement.
• Process Improvement: Collaborate with peers and managers to streamline procedures, standardize hardware and software configurations, enhance training and user communications, and reduce support incident volume and complexity.
• Industry Awareness: Maintain awareness of developments in the technical and support industries to stay abreast of industry trends.
• Product Problem Awareness: Be knowledgeable about the life-cycle of product problems.
• Back-Up Support: Provide backup support to the Support team and work on cases as needed.
• Data Security: Adhere to established practices and procedures outlined in the master security guidelines when accessing Infinite Campus production customer data.
• Flexible Work Hours: Be available to work weekends and/or late hours when required, with limited job-related travel (less than 5%).
• Other Duties: Perform any other duties as assigned.

• Bachelor's degree or equivalent work experience.
• 5 years of experience in a support organization.
• Strong servant leadership skills with a commitment to continuous improvement.
• Passion for coaching and staff development.
• Extensive customer service background in a customer-facing role.
• Experience in establishing processes and procedures.
• In-depth knowledge of Infinite Campus products.
• Proficiency in software applications, including the MS Office suite, Outlook, ADP, Salesforce, JIRA, and business analytic tools.
• HDI Support Certification.

• Provide leadership, motivating and engaging employees.
• Cultivate productive work relationships with all staff, customers, and business partners.
• Lead cross-functional team collaboration, guiding, advising, and leading others to achieve optimal outcomes.
• Demonstrate creativity and exceptional problem-solving skills, finding successful resolutions for complex and unique issues.
• Comprehend technical information about Infinite Campus products, technologies, and market space, effectively communicating this information.
• Exhibit strong communication skills, including verbal, written, presentation, and group communication.
• Handle sensitive customer and employee issues professionally.
• Maintain a mindset of continuous improvement.
• Manage multiple resources and projects in a high-interrupt environment.
• Assimilate to the company's culture and customer service philosophy while demonstrating a professional attitude.
• Collaborate effectively with diverse personalities at all levels of the organization to achieve common goals.
• Protect the confidentiality of student and district data.
• Exemplify dependability, serving as a positive work ethic model for others.