FrontEdge Inc. is a growing software development and IT consulting company located in Rochester, NY with products and services primarily serving New York State (NYS) Public K-12 School Districts and BOCES Organizations. In addition to software, FrontEdge Inc. also offers customers professional services including system configuration consulting, training, paper document scanning and digitization, and more. FrontEdge’s main product is SchoolFront, a cloud-based comprehensive school district management system.
FrontEdge is looking for a detail-oriented, personable Customer Technical Support Specialist with excellent written and spoken communication skills, a knack for learning new things, comfort with navigating software and handling hardware, and great problem-solving skills to join our team, working from our office in Rochester, NY.
Salary Range: $55K/year to $65K/year (commensurate with experience).
RESPONSIBILITIES
With training, mentoring, and practice become an expert at using and troubleshooting FrontEdge software applications and hardware including, but not limited to SchoolFront, RecruitFront, Print-to-SchoolFront, and SchoolFront HR Hub (kiosk).
Maintain a high degree of technical understanding of SchoolFront products, including existing, legacy, and emerging solutions.
Build, configure, install, troubleshoot and/or service hardware following requirements/instructions— and Comfort with requesting clarification of requirements/instructions, as necessary.
Receive and respond, via telephone, email, chat or SMS to technical customer service requests, inquiries, and problems.
Answer customer inquiries and resolve technical/operational issues with FrontEdge software and hardware.
Assist customers with the installation, configuration, and the use of FrontEdge software and hardware.
As necessary investigate, research, and/or reproduce customer issues so that all information required to resolve the issues is compiled and clearly documented.
Open support requests on behalf of customers and/or manage open support requests to completion in a timely manner using help desk management software.
Triage incoming support requests and, as necessary, engage other members of the SchoolFront team or supporting BOCES organization to assist in the resolution of customer support requests. Liaise between customers and FrontEdge resources, as necessary, to fulfill customer requests or resolve customer issues.
Work closely and communicate effectively with FrontEdge Solutions Architects (solution design and deployment), IT Support, and Sales Teams as needed to support customers.
Test new SchoolFront solutions and functionality and provide feedback to the software development and IT teams from an end-user/customer perspective.
Recommend new features, functional changes, or fixes to issues that will benefit customers.
Monitor/analyze customer support requests and feedback for patterns/trends and clearly communicate to FrontEdge leadership findings that could be use to positively impact the company’s products, marketing, services, support, documentation, and/or operations.
Act as a customer representative/advocate in product planning meetings, relaying customer requests and feedback to the product development team.
Help to build out and improve FrontEdge customer sales and support resources like Knowledge Base articles, how-to videos, documentation, etc.
Periodically travel to customer locations to install, troubleshoot, or otherwise service FrontEdge products and solutions.
Perform data “cleaning,” data entry/import, and digital document parsing.
Document scanning and digitization.
SKILLS & EXPERIENCE
REQUIRED
The following skills and/or experience are required to be a good candidate for this position:
Comfort and confidence using a desktop/laptop computer and associated hardware (e.g., printers, scanners, monitors, etc.)
Ability/willingness to work from the FrontEdge office in Rochester NY
Excellent interpersonal, relationship, and communication skills (written and oral).
Comfort learning to use new software and hardware.
Comfort giving novice system and hardware users instruction/direction.
Basic Microsoft Office application skills and experience (especially Word, Outlook, PowerPoint, and Excel) – Also, willingness to learn new apps, as needed
Ability to work both independently and on a team. Comfort with requesting help/direction when necessary.
Problem-solving and troubleshooting skills.
Data entry skills (i.e. adequate speed typing without the loss of precision).
Flexibility and willingness to proactively offer help to coworkers (especially on the Support and Solution Architecture teams) whenever you have availability
Consent to Background Screening.
Ability to work on projects involving personnel (and others from the communities) associated with K-12 public education institutions in NY state, including public school districts and BOCES organizations.
Awareness of data privacy and security laws (e.g. NYS Education Law Section 2-D, HIPPA, etc.) / Ability to appropriately handle legally-protected customer data if required.
Clean Driver’s License and comfort driving to locations throughout NY State.
DESIRED/PREFERRED
The following skills and/or experience are extremely nice to have, but are not required to be a good candidate for this position:
Customer support experience, especially software and/or hardware support.
Experience and comfort with designing, building, installing, troubleshooting, and/or servicing computer hardware and/or network infrastructure (at home or professionally).
Experience using help desk ticket management software.
Experience working on a cross-functional team in an agile software development organization.
Experience with simple software workflow testing.
Experience documenting software defects and feature requests for consumption by software engineers and testers.
Awareness of information protection and privacy laws related to public K-12 education in New York.
Experience writing “how-to” articles, technical writing.
Experience providing remote support to customers and remotely collaborating with coworkers.
TRAVEL
This position will require approximately 10 day-trips per year and 4 overnight trips per year— A “day-trip” is a trip that requires you to drive to a customer location and back in a single day. An “overnight trip” is one that requires you to stay overnight at the location for 1 or more nights.
All travel costs will be covered or reimbursed by FrontEdge.
WORKING CONDITIONS
Full-time, with benefits.
Job will be performed from our location in Rochester, NY in an office environment (the FrontEdge Inc. office in Village Gate).
Essential and other important functions may require maintaining physical condition necessary for:
o Sitting for prolonged periods of time.
o Periodically lifting and moving heavy objects with appropriate form and/or with the assistance of tools like hand-trucks.
Periodic (NY-State only) travel may be required to provide service at customer locations and in our production data center.
Compliance with safety measures may be required at customer locations and/or while in FrontEdge facilities. Personal protective equipment (PPE) like face masks will be provided by FrontEdge Inc. as appropriate.