Sr. Application Support Specialist: Assessments Jobs in Wakefield, MA at Certica Solutions
Title: Sr. Application Support Specialist: Assessments
Company: Certica Solutions
Location: Wakefield, MA
Salary: $80K – $100K*
Category: Enterprise Technology
Certica Solutions is an innovative, fast-growing provider of analytics and assessment solutions for the K-12 education sector. We are passionate about creating high impact solutions to improve student achievement and revolutionizing the way school districts manage, access and use data to improve student outcomes.
We are seeking a Sr. Application Support Specialist for our suite of assessment technology products. Successful candidates will have experience supporting users of enterprise or assessment applications and will have strong customer management and communication skills. The role requires the ability to effectively manage multiple customer support needs and tasks simultaneously and write SQL queries as part of the application support process.
This role is an opportunity to work in a growing, collaborative team environment with a high degree of autonomy and creativity. The Sr. Application Support Specialist role reports to the Vice President of Client Services. Most support is delivered online, though occasional travel to conferences, customer sites and other company office locations will be required. This is a very exciting full-time position with generous benefits, flexible work arrangements and a great time to join a market leading company that is growing rapidly while expanding its operations. This position is based in either our Wakefield or Harvard, MA offices.
Essential Tasks & Responsibilities:
Respond to the product support needs of software application users in K-12 district IT departments;
Research and troubleshoot customers’ issues, as needed;
Provision customer accounts in Certica’s SaaS environment;
Consult with customers on optimal product configuration for their districts;
Manage customers’ needs proactively to ensure adoption and ongoing ROI;
Communicate customer requirements to product management and product development teams;
Manage product support case activity in Freshdesk.com;
Participate in cross-functional product and service team activities, e.g., reviewing new product features;
Develop documentation for new support processes;
Work with marketing team on customer communications;
Monitor system performance and document metrics on daily performance and service-level objectives;
Collaborate with team members on process optimization, scheduling, and team practices, such as support case queue management;
Stay abreast of topics and issues in the K-12 education sector;
Occasional travel required; and
Occasional evening and weekend hours required.
Skills & Professional Experience:
3+ years providing product support for users of enterprise and/or database applications;
Ability to learn quickly and multi-task in a fast-paced environment;
Excellent verbal and written communication skills;
Strong intermediate SQL expertise required;
Strong knowledge of MS Office applications required. In particular, strong Excel skills and ability to perform data manipulations in Excel required;
Ability to create new/edit existing VBScript and/or PowerShell scripts a strong plus;
Experience with SaaS applications is a strong plus;
Experience with database applications is a plus;
Experience with training delivery is a plus;
Experience in the K-12 education sector is a plus; and
Bachelor’s degree required; computer science major is a plus.