K-12 Student Software Support Representative

Location :

Remote in CO, IA, IL, KS, MO, NE, or WY. Applicants must reside in one of these states to be considered for this position.

Salary Range :

$45,000 - $60,000 annually depending on experience and qualifications

Job Summary :

Note : This is a software support role focused on Student Information Systems used in schools — NOT hardware, network admin, developer, or general IT support.

Are you a former educator who enjoys working with computer software? Do you love to move fast to resolve software issues and ensure that clients have a positive experience? Do you thrive on thinking outside the box and solving problems in creative ways? Then this position is for you!

CIC is looking for Education Support Coordinators with excellent communication and people skills to support our web-based student management software for K-12 School Districts. The primary responsibility is to deliver top-tier support to our customers while quickly and accurately troubleshooting their issues. The desired candidate must be self-directed with the ability to work independently while also collaborating on issues as a team.

Qualified candidates must be able to work under pressure and handle a multitude of support calls from K-12 personnel. As a key player on this team, you'll be delivering top-tier support to our clients, managing requests, troubleshooting software issues, and working closely with other CIC teams to escalate and resolve complex challenges.

Key Responsibilities :

• Learn CIC's products (Infinite Campus and Tableau) and act as a Support Resource for CIC's Customer Help Desk system.
• Resolve an average of 10 – 15 Support Calls per day with an average response time of 35 minutes or less and an average resolution time of 35 minutes or less.
• Ensure that customer support calls are handled in a timely manner and are not stagnant for more than 72 business hours.
• Ensure that less than 10% of total calls are escalated to external resources.
• Handle / resolve after hours support calls as necessary.
• A Culture Index survey will be sent to you via email upon completion of the application
• This must be completed in order to be considered for the position.

CIC Team Member Benefits & Compensation :