Virtual Academy Help Desk Technician - EduStaff

Position Type:
Technology/ Computer Technician

Date Posted:
9/3/2020

Location:
Administration Building

District:
Battle Creek Public Schools

Virtual Academy Helpdesk Technician

ROLE SUMMARY
This role serves as the primary point of contact for students and parents for general, noninstructional matters. The role helps foster a high touch approach to educational support and exhibits a commitment and desire to provide the best experience possible for students and parents participating in BCPS Virtual Academy.

ESSENTIAL RESPONSIBILITIES
Technician is a customer centric role responsible delivering an exceptional customer experience which includes:
• Providing top notch customer service via phone and email
• Answering a Virtual Academy Hotline Phone
• Answering tier 1 questions
• Sending tier 2 and tier 3 questions to the appropriate administrator
• Following up with inquiries to ensure customer satisfaction
• Documenting questions and placing them into categories for further research and process improvements
• Performing other duties as assigned

MINIMUM QUALIFICATIONS:
• Demonstrated customer service orientation
• Experience supporting adults and children in learning and the use of technology
• Ability to learn new technology tools quickly
• Ability to multi tasks
• Proven team player with outstanding interpersonal and communication (written & oral) skills

THE STRONGEST CANDIDATES WILL HAVE:
• The ability to navigate web based programs
• Experience with Google Suite Products (Docs, Sheets, Forms, etc)
• Ability to analyze data, trends and common themes
• Demonstrated ability to be a settling influence under pressure, during customer complaints or when customers are emotionally escalated
• Fluency in a second language such as Spanish or Burmese

SCHOOL SAFETY CLEARANCE:

The successful candidate will be subject to a fingerprint and background check as a condition of employment. All fees required for this check (estimated $73.00) will be the responsibility of the successful applicant.

The Battle Creek Public School District is an equal opportunity employer and will not discriminate on the basis of race, color, handicap, sex, age, religion, national origin, weight, height, or marital status in its employment practices.