• Act as the main point of contact for customers with questions, requests, or troubleshooting problems relating to Infinite Campus software.
• Provide technical support via the telephone and support portal.
• Verify support contact credentials and account service level agreements. 
• Assist the customer by resolving the incident, redirecting the call, or escalating.
• Discuss details of incident with support contacts and verify replication on customer website. Triage and prioritize customer issues.
• Document all support incidents and customer requests in the tracking system in a timely manner and use the system to track all unresolved incidents.
• Keep customers advised on the steps being taken to resolve their incident or service request.
• Prioritize multiple tasks throughout the day as circumstances require, with supervision.
• Maintain technical product knowledge on existing and new products.
• Maintain department standards for attendance, coverage (including lunch), and volume and effectiveness of problem resolution.
• Other duties as assigned.

Job Summary