Customer Service

REQUIRED SKILLS:

• 1–2 years’ experience serving as a customer service contact on data reporting. Ideally, history working as a data reporting contact for schools and districts in Wisconsin.
• 1–2 years’ experience creating, overseeing, and monitoring requests, incidents, and problem resolution using user support “ticketing” software.

NICE TO HAVE SKILLS:

• 1–2 years’ experience working with school districts to help them understand how to use WISEdata and WISEdash for data reviews.

• Understanding of application programming interface (API) technologies.
• Knowledge of data warehousing and reporting.
• Assist WISEdata product owner in identifying state reporting process improvements through business process analysis.
• Provide on-site or virtual training when appropriate.
• Knowledge of student information system (SIS) software used within Wisconsin.
• Knowledge of DPI applications including WISEdata Portal, WISEid, WISEdash, and Ed-Fi Credential Application.

INTERVIEW PROCESS:

• In-person interviews conducted in downtown Madison.

DESCRIPTION OF ROLE:

The goal of this position is to increase support to Wisconsin’s schools and districts for state reporting tasks, as well as provide training and presentations related to several DPI data applications.

This role performs direct WISEdata customer support services for schools and districts (LEAs) by responding to CRM cases (“tickets”), email, and telephone support requests. The position documents, tracks, and monitors support requests to ensure timely resolution while following the Customer Service Framework and established standards for effective service practices.

The position will also serve as the primary trainer for training sessions, videos, demonstrations, conferences, and workshops held by the Customer Services team or in collaboration with external stakeholders.