Customer Service Tech Support Questar Assessment, Inc.
THIS JOB HAS EXPIRED Job Category:Customer Service
Job Type:Full-Time Employee
Posting Date:February 24, 2014
Questar has an opportunity for a full-time Tech Support position in the Customer Service department at our corporate office in Apple Valley, MN. We are a dynamic and resourceful organization that provides educational assessment services to clients in the K-12 education industry. As a critical point of contact for our clients, the Customer Service team drives long term relationships with customers through superior work and professional representation of the company. The Tech Support position communicates with clients by phone and/or email troubleshooting and resolving technical system issues. The role owns resolution of all client issues received and serves as Questar's technical liaison to the school or district.
The Customer Service department's hours of operation are generally M-F, 6am ? 5pm, and shift start times vary between 6 ? 9 am. Full-time positions are 40 hours/week, Monday ? Friday, 12 months/year. Occasional overtime may be required.
Troubleshoot client issues regarding installation/set-up of online testing and reporting software.
Resolve complex problems that involve local network issues (such as proxy servers, firewalls, internet filters, and permissions) and other school equipment and/or software configurations.
Use internal ticketing systems to document and track all issues and problems to resolution.
Utilize and coordinate escalation protocol to identify and escalate issues.
Work with other technical staff to maintain the help desk ticket system and designated SharePoint sites.
Modify existing queries and run reports using SQL Server.
Two-year college degree in information technology or relevant field; additional relevant experience may be substituted for degree
1 - 2 years of technical customer support experience
General knowledge of standard technologies, equipment and software (e.g., Windows, Linux, Mac, thin client environments, remote desktop applications such as TeamViewer, Java runtime environment, and issues related to hardware and software such as drivers, graphic cards and virtual servers).
General knowledge of installing software, active directory, proxy servers, firewalls, and web filters
Experience creating and maintaining user and technical documentation
Ability to analyze and troubleshoot issues
Strong technical aptitude and ability to translate technical concepts into easily understood terms for both technical and non-technical clients and internal team members
Strong organizational skills to prioritize work and perform multiple concurrent projects or assignments
Effective communication and interpersonal skills with clients, team members and senior level leaders
Ability to work on cross-functional teams and work independently on individual assignments with minimal supervision
Four-year college degree
HTML and XML knowledge
Must be a US citizen or national, or have current authorization to work in the United States
Applicants must not now, or in the future, require sponsorship for an employment visa
Must be willing to relocate to the Minneapolis-St. Paul, MN area (telecommuting not available)
WHAT WE OFFER YOU
At Questar, we are proud of our company and our team of bright, dedicated and hard-working employees. An attitude of "getting the job done right" and our commitment to unparalleled quality and customer service are the cornerstones of our success. Our team-based, collaborative work environment will challenge you to reach your full potential and grow your career, and our rewards program includes a comprehensive benefit package and competitive salaries with merit increases based on outstanding contributions.
HOW TO APPLY
If you are interested in joining the Questar team, please submit a resume and cover letter describing how you meet the job requirements to firstname.lastname@example.org.
Questar Assessment, Inc. is an innovative and dynamic educational assessment organization providing programs, products and services for the K-12 education industry. In our partnerships with state departments of education and K-12 school districts across the United States, we provide complete, end-to-end services designed to address all aspects of student assessment, including test development, psychometric services and research, publishing, materials production, distribution and collection, online testing, scoring, data analysis and reporting. We also offer a broad range of high-quality, innovative products including Degrees of Reading Power (DRP) Program, SSSMART Content Area Reading Program, MAC II Test of English Language Proficiency?, and Reading Power Essentials? (RPE?). For more information, visit us at www.questarai.com.
||Apple Valley, MN |
THIS JOB HAS EXPIRED