Sr. Application Support Specialist

Certica Solutions - Multiple Locations or Remote - Full time

This role is an opportunity to work in a growing, collaborative team environment with a high degree of autonomy and creativity. The Sr. Application Support Specialist role reports to the Vice President of Client Services. Most support is delivered online, though occasional travel to conferences, customer sites and other company office locations will be required. This is a very exciting full-time position with generous benefits, flexible work arrangements and a great time to join a market leading company that is growing rapidly while expanding its operations. This position is based in either our Wakefield or Harvard, MA offices. 

Essential Tasks & Responsibilities:

  • Respond to the product support needs of software application users in K-12 district IT departments;
  • Research and troubleshoot customers’ issues, as needed;
  • Provision customer accounts in Certica’s SaaS environment;
  • Consult with customers on optimal product configuration for their districts;
  • Manage customers’ needs proactively to ensure adoption and ongoing ROI;
  • Communicate customer requirements to product management and product development teams;
  • Manage product support case activity in Freshdesk.com;
  • Participate in cross-functional product and service team activities, e.g., reviewing new product features;
  • Develop documentation for new support processes;
  • Work with marketing team on customer communications;
  • Monitor system performance and document metrics on daily performance and service-level objectives;
  • Collaborate with team members on process optimization, scheduling, and team practices, such as support case queue management;
  • Stay abreast of topics and issues in the K-12 education sector;
  • Occasional travel required; and
  • Occasional evening and weekend hours required.

Skills & Professional Experience:

  • 3+ years providing product support for users of enterprise and/or database applications;
  • Ability to learn quickly and multi-task in a fast-paced environment;
  • Excellent verbal and written communication skills;
  • Strong intermediate SQL expertise required;
  • Strong knowledge of MS Office applications required. In particular, strong Excel skills and ability to perform data manipulations in Excel required;
  • Ability to create new/edit existing VBScript and/or PowerShell scripts a strong plus;
  • Experience with SaaS applications is a strong plus;
  • Experience with database applications is a plus;
  • Experience with training delivery is a plus;
  • Experience in the K-12 education sector is a plus; and
  • Bachelor’s degree required; computer science major is a plus.

About Certica Solutions

Certica is dedicated to advancing academic progress and equity in education through measurable improvements in student achievement. Certica’s analytic, assessment and data management solutions provide a foundation for standards-based learning and assessment, as well as teacher data literacy. Certica serves more than 1,500 K-12 school districts and numerous charter school organizations, and education service agencies. Certica is based in Massachusetts with offices in, North Carolina, Ohio, South Carolina and Texas. Follow Certica on Twitter @Certica_K12.

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Locations

Harvard, Massachusetts
Wakefield, Massachusetts
Remote

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Certica Solutions

Certica Solutions is an innovative, fast-growing provider of analytics and assessment solutions for the K-12 education sector.

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