Customer Resource Center Specialist - State Reporting

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 BonusBonus: Eligible for a monthly performance bonus tied to uncapped ticket closures and quality standards.Why you'll like this roleYou'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 doAs 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 forMust-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 environmentsEducation & experience• Bachelor's degree or equivalent relevant experienceBENEFITS :In addition to paying competitive salaries, we offer a comprehensive, customizable benefits package, including (but not limited to):Medical Insurance w/Prescription Drug CoverageDental Insurance Vision InsuranceGenerous Paid Time Off & HolidaysLong Term Disability Insurance Life & Accidental Death & DismembermentPaid Maternity & Paternity LeaveBereavement LeaveProfessional Development OpportunitiesOnsite Flu Shots for Staff & Immediate FamilyStocked Kitchen w/Healthy Snacks & DrinksTRP Carpool ProgramEmployee Assistance ProgramOpportunities for Community InvolvementEmployer and Employee Contributed Health FSAEmployee Contributed Dependent Care FSA401K Plan w/Company Matching & Immediate VestingShort Term Disability InsuranceHealth & Wellness ProgramCompany Sponsored Fitness ChallengePet InsuranceFree ParkingPhysical demands / work environmentPrimarily 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.DisclaimerThis 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.Salary Description$45,000 / yr + guaranteed monthly bonus