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Title

Support Analyst 

About the Organization Aeries is a student information system (SIS) that serves millions of users throughout California and Texas. We are the fastest growing SIS and are looking to accelerate that growth by increasing our sales in California and Texas. Our mission is to deliver data-driven, intuitive, and innovative solutions that empower communities to advance student success. Our vision at Aeries is to build a world where data empowers educators. We believe strongly in the supporting role of technology in education, but recognize that there's no replacement for the wisdom and determination of the real people supporting students' academic successes every day. That's why our goal is to build tools that allow educators to focus on what they do best: educating.
Aeries is a successful family-owned and operated SIS company that prioritizes quality of life, user experience, and long-term successes of those we serve. We build strong, lasting, meaningful relationships with our 700+ customers and our 126 team members.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Position Support Analyst  
Description

Support Analyst

Your Position

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, and 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.

All About the Job

Your Mission

  • Supports the day-to-day operation of the district student information systems which includes user support, troubleshooting, and problem-solving. Assist customers in managing day-to-day functions
  • Independently handle tickets that customers submit via the support portal, email, or phone
  • Thoroughly document all actions, troubleshooting steps, and information on 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 the management and maintenance of Aeries to ensure data integrity
  • Ensure data confidentiality
  • Understand the specific aspects of SASI, 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
  • Determine the source of the problems and identify their nature.
  • Work with Leads on complex issues that require escalation
  • Attends regular stand-ups and 1:1’s with Lead to discuss ticket volume, workload, communication with colleagues and customers, and provide performance input
  • Collaborate with team members on different areas of the application to successfully resolve issues
  • Utilize different tools available such as Freshdesk, ConnectWise, Zoom, Slack, and many others
  • Participate in the development of the next generation of Aeries
  • Occasionally participate in conference presentations as moderator or presenter
  • You will be part of a team that ensures all KPIs, and SLAs expected of the Support Department are met year-round.

 

All About You

Your Superpowers

  • Teamwork and a team player with excellent interpersonal skills
  • Attention to detail
  • Analytical minded
  • Willingness to continuously learn as our application and company grows
  • Ability to work independently and with little direction
  • Ability to communicate in non-technical terms and interact effectively to provide support at all levels. Able to explain technical concepts to non-technical users
  • Ability to identify knowledge base and documentation needs
  • Reliable and dependable
  • Growth mindset
  • Your Experience and skills
  • Experience within the many facets of Aeries
  • Written and telephone customer service
  • Training
  • Analytical/problem-solving skills
  • Strong communication skills (listening, written, verbal, non-verbal)
  • School District experience preferred
  • Understand scripts and/or queries to automate data management process

 

Location:

  • Our Aeries Headquarters is in Orange, CA but remote work is available

 

Travel:

  • Minimal travel may be required within CA and Texas

 

Compensation:

  • $26.00 - $34.00/hour based on experience and skills
  • This position is eligible for overtime
  • Benefits include: medical, dental, vision, 401(k), generous PTO

 

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer
 
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Location Aeries Software Inc  
Open Date 8/29/2022  
Req Number SUP-22-00003  
Salary/Rate of Pay $26.00 - $34.00/hour  

This position is currently not accepting applications.

To search for an open position, please go to http://AeriesSoftwareIncdbaEagleSoftware.appone.com



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