The Customer Support Technician (CST) is responsible for providing high-quality support services to Atlantic, Tomorrow’s Office (ATO) educational institution client, including headquarters staff, schools managed by the client, and those utilizing the client’s on-line products. The CST is the front-line technical resource responsible for receiving requests and providing help desk support (remotely or in-person) for all technical issues that are reported.
The Customer Support Technician must develop an expert understanding of the client’s Technology-based solutions to provide necessary support and fully understand the impact of the services s/he provides. The CST has a wide variety of skills, including hardware and software support knowledge so that they are directly able to resolve most customer issues and requests without escalating them to other support teams.
Technical Support: Provide software and hardware support to the client’s headquarters employees, managed school technology teams, and all end users. Diagnose and resolve problems using documented procedures and checklists in the performance of responsibilities. Monitor the client’s platforms (e.g., eSchoolware, Desktop Central, iBoss, Sophos, etc.) and work with Technology Division staff to ensure systems are functioning properly.
Customer Service: Follow ATO’s client’s Service Level Agreement (SLA) to ensure that users receive quality service and technical support on a consistent basis. Monitor the compliance to the SLA. Improve efficiencies and effectiveness through analysis and reporting of service tickets to Senior Director of School Technology. Take actions to improve customer satisfaction among headquarters staff, school administrators, teachers, staff members, students and parents.
Become an expert user of the client’s Technology Support Center ticket management system.
School Readiness: Prepare schools technologically for the beginning and the ending of each school year by supporting the following activities:
Reporting: Document incident/service requests in accordance with the client’s Technology standards. Follow the client’s status of service communication plan by generating status reports daily and/or as system availability changes. Participate in Technology team meetings, conference calls and discussion groups as necessary. Communicate status of service requests and incidents with customers (i.e., headquarters staff, school administrators, teachers or students). Follow protocol for escalating problems, incidents, service requests and issues that have not been resolved.
Internal: Partner with the client’s Technology Support Center staff to continuously evaluate and improve technology service processes. Work with other Technology Division staff on identifying technical or procedural problems and their corresponding solutions.
External: Partner with the client’s vendors to provide technology hardware, services and support. Collaborate with school staff to provide quality support services. Provide ongoing support to virtual school students.
Key Behavioral Competencies: