Customer Resource Center Specialist at Edupoint Educational Systems LLC

Mesa, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

45000.0

Posted On

18 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Troubleshooting, Phone Support, Email Support, Help Desk Portal, Case Documentation, Knowledge Base Research, Issue Escalation, Team Collaboration, Web Apps, Databases, Microsoft Office, Ticketing Systems, Incident Systems, Communication Skills

Industry

Information Services

Description

Description Customer Resource Center Specialist Hours: Eight-hour shift M-F within 4:00 AM to 6:00 PM Arizona Time operating hours, multiple shifts available. Salary: $45,000 + Uncapped Guaranteed Monthly Bonus Bonus: Eligible for a monthly performance bonus tied to uncapped ticket closures and quality standards. Why you’ll like this role You’ll help K–12 school districts succeed by solving real problems in the Synergy® Education Platform—while building technical skills (web apps, databases, troubleshooting) in a supportive team environment. What you’ll do As a CRC Specialist I, you’ll be an important first line of support for Edupoint clients. You’ll respond to incoming requests, troubleshoot issues, and partner with internal teams to ensure customers get answers quickly and confidently. Day-to-day responsibilities · Provide prompt, professional support via phone, email, and help desk portal · Troubleshoot product issues, reproduce reported problems, and document clear steps/results · Use internal tools (Help Desk app, knowledge base, documentation) to research and resolve cases · Log all customer interactions, notes, and outcomes accurately in the help desk system · Identify trends and communicate product defects or enhancement requests to Development · Share workarounds and configuration guidance to help districts align Synergy to their processes · Escalate issues appropriately following internal protocols · Collaborate with teammates and assist with more complex cases as you grow · Participate in training and occasional special projects (including the Users Conference Open Forum as needed) What we’re looking for Must-haves · Strong customer service mindset, you enjoy helping people and solving problems · Solid written and verbal communication skills (explaining technical info clearly) · Comfort learning new software quickly in a fast-paced environment · Experience with standard business tools (Microsoft Office, ticketing/incident systems) Nice-to-haves (we’ll train the right person) · Familiarity with relational databases · Experience with web-based applications (IIS exposure helpful) · Background in K–12 education or supporting school/district environments Education & experience · Bachelor’s degree or equivalent relevant experience BENEFITS: In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to): Medical Insurance w/Prescription Drug Coverage Dental Insurance Vision Insurance Generous Paid Time Off & Holidays Long Term Disability Insurance Life & Accidental Death & Dismemberment Paid Maternity & Paternity Leave Bereavement Leave Professional Development Opportunities Onsite Flu Shots for Staff & Immediate Family Stocked Kitchen w/Healthy Snacks & Drinks TRP Carpool Program Employee Assistance Program Opportunities for Community Involvement Employer and Employee Contributed Health FSA Employee Contributed Dependent Care FSA 401K Plan w/Company Matching & Immediate Vesting Short Term Disability Insurance Health & Wellness Program Company Sponsored Fitness Challenge Pet Insurance Free Parking Physical demands / work environment Primarily office-based work with extended time at a computer and phone/video meetings. Occasional lifting up to 30 lbs. Some travel/overnight trips may be required. Disclaimer This description reflects general duties and is not a contract of employment. Responsibilities may change based on business needs. Edupoint Educational Systems is an Equal Employment Opportunity Employer. Edupoint provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Responsibilities

As a Customer Resource Center Specialist I, the primary role involves being the first line of support for clients by responding to incoming requests, troubleshooting issues via phone, email, and help desk, and ensuring customers receive quick and confident answers. Responsibilities include documenting interactions, identifying trends, sharing guidance, and escalating complex issues following internal protocols.