Experience

Skyward

• United States
• Software Development
• 400 - 500 Employee

• Student Management Software Support\Trainer

  • Jun 2008 - Present

  Manage and maintain email, telephone and live support for customers using browser-based administrative school software by answering inquiries from a live call queue as well as managing individual projects and assignments assigned daily. Lead training of teachers, administrators and administrative staff, providing onsite and online training including setup and technical support to school districts around the world as well as provide training to fellow employees. Travel throughout the US and abroad to meet the needs of on-site training; answering and troubleshooting customer inquiries daily from a live call queue; on-the-fly problem solving; relaying and sharing information; leading and aiding less-tenured representatives; communicating and translating technical information to create better understanding for customers; research; teaching; learning; customer care; efficiency and effectiveness; time management and much more. Other duties include teaching online training sessions; creation of technical documents and tutorials for training and support purposes including in-house issues and company’s documentation website; hands-on training and support of new representatives; remote connections and online troubleshooting; innovative input on programming changes and updates. Requires a variety of hands-on learning; a desire to solve problems and the ability to communicate in several forms including an understanding of operating systems and computer programs, computers, networking, and knowledge of an array of programs and their features including Microsoft Office; understanding of the wide range of learning abilities and personalities of both customers and co-workers Show less