Support Analyst Jobs

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

• Provide in-depth knowledge and expertise in all aspects of school districts’ application and database
• Thoroughly document all actions, troubleshooting steps, and information on tickets using Freshdesk
• 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
• Maintain knowledge of all state reporting requirements.
• Determine the source of the problems and identify their nature.
• Work with Leads on complex issues that require escalation
• Understand the specific aspects of SASI, CALPADS, SARC, Civil Rights reporting, etc. to assist customers in maintaining data and submitting annual school/district reports.
• Ensure data confidentiality
• You will be part of a team that ensures all KPIs, and SLAs expected of the Support Department are met year-round.
• Maintain student records/databases related to the application
• Occasionally participate in conference presentations as moderator or presenter
• Independently handle tickets that customers submit via the support portal, email, or phone
• Participate in the development of the next generation of Aeries
• 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
• Participate in company-mandated training and retraining programs
• Assist customers in the management and maintenance of Aeries to ensure data integrity
• Utilize different tools available such as Freshdesk, ConnectWise, Zoom, Slack, and many others

All About You

Your Superpowers

• Teamwork and a team player with excellent interpersonal skills
• Reliable and dependable
• Ability to work independently and with little direction
• Analytical minded
• Ability to identify knowledge base and documentation needs
• Willingness to continuously learn as our application and company grows
• Attention to detail
• Growth mindset
• 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

Your Experience and skills

• Analytical/problem-solving skills
• Strong communication skills (listening, written, verbal, non-verbal)
• Written and telephone customer service
• Experience within the many facets of Aeries
• Training
• Understand scripts and/or queries to automate data management process
• School District experience preferred

Location

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

Travel

• Some travel may be required within CA and Texas

Compensation

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

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer