The specialist provides technical support via ticketing systems and phone while managing data file imports for school district clients. Additionally, they design and conduct training sessions to ensure effective software adoption and client engagement.
The Software Support & Training Specialist provides high-quality technical support to Five Star's software clients and designs and delivers training to help school districts get the most out of Five Star's software products. This role blends day-to-day ticket-based troubleshooting with proactive client education, fielding support requests one day and leading a training session the next. Strong communication skills are essential for building healthy working relationships with district staff, including technical staff, teachers, and administrators.
The Software Support & Training Specialist will work remotely and report to our Head of Service Operations.
Essential Functions
Software Support
Provide technical support services via a ticketing system, phone, and email
Work closely with school district personnel and team members to ensure timely, process-driven resolution of issues
Access client assessment data from vendor sites and import files into Pivot; troubleshoot data file import issues on a client-by-client basis
Participate in quality assurance testing of software solutions
Maintain accurate records of work completed and communication with districts
Relay feedback received during client interactions to inform product enhancements
Escalate issues to higher-level support when necessary, collaborating until problems are fully resolved
Training & Engagement
Schedule and conduct training sessions for clients as needed, in varied delivery methods (synchronous onsite, synchronous virtual, and asynchronous)
Collaborate on the development and distribution of software training and engagement materials for improved client communication
Proactively engage with key client contacts to build and maintain relationships and identify client needs
Monitor client service tickets and usage analytics to identify clients who need additional training or are at risk for low engagement
Report and track the effectiveness of training sessions and events
Lead and interact with participants in on-site and virtual workshops at multiple skill levels
Requirements & Preferences
Previous experience working with data files from Microsoft Excel, including CSV files, and data manipulation (sorting, filtering, formulas)
Previous experience working in a technical support/help desk environment is preferred
Previous experience delivering training or professional development, ideally in a K-12 setting, is preferred
Experience with Google Apps (Gmail, Drive, Docs, Sheets, Looker Studio) preferred
Excellent written and verbal communication skills, in person, on the phone, and in virtual settings
Ability to present confidently and competently on the company's software solutions
Self-motivated with a commitment to total customer satisfaction and a positive, team-oriented attitude
Strong problem-solving and critical-thinking skills; ability to learn quickly and meet deadlines
Ability to primarily work remotely with occasional travel for training events and the annual conference
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