Beacon Technologies is seeking a Help Desk III Technician for our client partner. The goal of this position is to increase support to Wisconsin’s schools/districts for state reporting tasks as well as provide training and presentations related to several data applications. This position performs direct WISEdata customer support services for schools and districts (LEAs) clients by responding to CRM cases (or “tickets”), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions/videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders. Candidate MUST be a current Wisconsin resident. No relocation allowed. Up to 90% remote with some in-person events and required presentations or workshops.

Knowledge, Skills, and Abilities:

• Knowledge of methods for gathering and understanding customer needs.
• Ability to maintain positive and courteous interactions with customers.
• Ability to make thoughtful, expeditious decisions in complex situations.
• Ability to interpret business logic and communicate technical requirements.
• Effective oral and written communication skills.
• Ability to work effectively in a team environment.
• Self-motivated with the ability to work independently.
• Ability to complete data health checks for the districts using visualizations and download files.
• Ability to use productivity tool applications including Microsoft Office, Microsoft Dynamics CRM (Customer Relationship Management) ticketing system and Google Apps.
• Ability to travel by car to meetings outside of the Madison area.

Top Skills & Experience: 1-2 years' experience in the following

• Serve as a customer service data reporting contact for schools and districts in Wisconsin.
• Create, oversee and monitor requests, incidents, and problem resolution using user support "ticketing" software.
• Work with school districts to help them understand how to use WISEdata and WISEdash for data reviews.
• Openness to presenting training sessions, even better if experienced with doing so.

Nice to have skills:

• Provide on-site or virtual training when appropriate.
• Understanding of application programming interface (API) technologies.
• Knowledge of data warehousing and reporting.
• Assist WISEdata product owner in identifying state reporting process improvements through business process analysis.

Additional details:

• Experience working with education software systems at the school, district, or state levels is preferred.
• Ability to work well independently.
• Giving in-person (as well as virtual) presentations will be required, some of which requires travel around the state of WI.

About Beacon Technologies

Are you looking to advance your career in information technology? Beacon Technologies offers career advancement opportunities, extensive training, and excellent benefits including paying for health and dental premiums for salaried employees. In addition to providing interesting opportunities, Beacon Technologies provides that old fashioned, personal touch, so you feel like a part of the Beacon team.

Beacon Technologies, Inc. is an equal employment opportunity employer with a functioning Affirmative Action Plan. It is the policy of Beacon Technologies, Inc. to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, ethnicity, ancestry, disability, medical condition, military and veteran status, or any other characteristic protected by law. Beacon Technologies, Inc. prohibits any such discrimination or harassment.