We’re looking for aSupport Analyst Superstar!
All About Aeries
Aeries Software is a leading EdTech company offering a comprehensive Student Information System in both California and Texas. With a rich history of innovation and proven track record of developing software focused on the whole student, Aeries ensures that student data empowers success and never impedes.
All About the Job
As a member of the Aeries Support Department, the Aeries Support Analysts are part of a team that represents Aeries by providing world-class technical support to our customers and are the first step in our ticket resolution workflow. Support Analysts ensure all issues/items/events that require immediate attention are raised to the department leads for appropriate action and are resolved promptly. This role is familiar with multiple department processes, procedures, KPIs (Key Performance Indicators), and SLAs (Service Level Agreements) which include, but is not limited to, response times, ticket volume, and resolution time.
Your Mission
- Provides day-to-day operational support of Aeries Software to the district customers which includes user support, troubleshooting and problem-solving
- Independently handle tickets that customers submit via the support portal, email, or phone. Determine the source of the problems and identify their nature
- Collaborate with team members on different areas of the application to successfully resolve issues
- Ensure tickets are responded to within the set KPI and completed by the set due date
- Work with leads on complex issues that require escalation
- Attend regular team stand-ups and 1:1s with a lead regarding ticket volume, workload, and performance feedback
- Thoroughly document all actions, troubleshooting steps, and information for tickets using Freshdesk
- Provide in-depth knowledge and expertise in all aspects of school districts’ application and database
- Maintain student records/databases related to the application
- Assist customers in management and maintenance of Aeries to ensure data integrity
- Ensure data confidentiality
- Understand the specific aspects of CALPADS, SARC, Civil Rights reporting, etc. to assist customers in maintaining data and submitting annual school/district reports
- Maintain knowledge of all state reporting requirements
- Participate in company mandated training and retraining programs
- Utilize different tools available such as Freshdesk, ConnectWise, Zoom and Slack
- Participate in the development of the next generation of Aeries
- Occasionally participate in conference presentations as moderator or presenter
- As part of the team, ensure all KPIs and SLAs expected of the Support Department are met year-round
All About You
YourSuperpowers
- Ability to work independently and with little direction
- Strong communication skills (listening, written, verbal, non-verbal)
- Analytical/problem-solving skills
- Able to be an effective team player with excellent interpersonal skills
- Interact effectively to provide support on all levels.
- Attention to detail
- Willingness to continuously learn as our application and company grows
- Able to explain technical concepts to non-technical users
- Basic comprehension of scripts and/or queries to automate data management process
- Ensure knowledge base and documentation is accurate and up to date
- Ability to provide basic training to customers as needed
- Be reliable and dependable
Your Experience and Skills
- School district experience preferred
- Experience within the many facets of Aeries
Position Details
Status
- Full-time
- Hourly, non-exempt
Work Location
- Our headquarters is in Orange, CA
- Remote work available (CA or TX preferred or in states AZ, FL, MD, MI, MO, NV, OH, OK, OR, UT, WA, WY)
Travel Requirements
Physical Requirements
- Prolonged periods of sitting or standing at a desk and working on a computer
Compensation
- $26.00 - $34.00/hour, DOE
- Annual bonuses awarded for exceptional employee and company performance
- Benefits include:
- Excellent medical, dental, and vision plans
- 401(k) plan with safe harbor contributions and profit sharing
- 3 weeks of PTO a year starting and additional paid holiday closure from Dec 25 - Jan 1
- 11 paid holidays
- Educational Reimbursement Program
- Opportunities for ongoing professional development
- Access to the Company Cabin in the San Bernadino Mountains
- Company-sponsored in-person and virtual gatherings
Aeries’ Integrity
Aeries Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Aeries Software, Inc., is unable to sponsor, or take over sponsorship of, employment visas at this time.
