K-12 Software Support Specialist

Company Description

Edupoint Educational Systems has over three decades of experience providing innovative enterprise software solutions for K-12 data management. Trusted by school districts, regional service centers, and states, Edupoint serves more than 3 million students across the United States. The company's flagship product, Synergy® Education Platform, consolidates critical educational tools within a single centralized database, enabling accurate, real-time data access. Synergy integrates various essential features, including gradebooks, attendance tracking, curriculum management, and parent/student portals, to enhance decision-making and improve student outcomes.

K-12 Software Support 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.