Call Center Technical Service Analyst

Position: Call Center Technical Service Analyst

Reports to: Customer Service Technical Support Manager

Hours: Monday-Friday, 8:30am-5:00pm

Location: This is a hybrid position. Office hours required on Wednesday and Thursday

Salary: $23.00 per hour

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Job Description:

At the Success for All Foundation, we believe that every child deserves the opportunity to succeed—and we know that success in the classroom starts with strong support behind the scenes. That’s why we’re committed to providing exceptional service to the educators and administrators who rely on our educational software and technology tools each day.

We are seeking a Call Center Technical Service Analyst to join our dedicated support team. This role is vital to our mission, as it ensures that our partners receive timely, accurate, and thoughtful assistance. By resolving technical issues, answering questions, and guiding users through solutions, you’ll play a key role in helping teachers focus on what they do best—teaching and inspiring students. If you’re passionate about problem-solving, thrive in a collaborative environment, and want to make a real difference in the lives of educators and children, we’d love to hear from you.

This Call Center Customer Service Technical Support Representative position will focus primarily on initial troubleshooting with both internal and external customers. The analyst responds to incoming calls in a call queue and ticketing system environment.

Duties and Responsibilities:

• Provide support to incoming customer inquiries about company products
• Analyze initial customer issues to identify problem area(s) and recommend and take corrective action
• Provide superior customer service and build successful long-term relationships with internal and external customers
• Work closely with SFA’s technology team to provide valuable input to improve product lines and to make customer interactions as successful as possible
• Demonstrated ability to accurately gather and research information and document customer issues through various internal applications
• Actively support achievement of team goals, objectives and compliance with contracted schools and districts
• Achieve and maintain high levels of customer satisfaction

Required Knowledge, Skills and Abilities:

• Possession of a high school diploma or an appropriate equivalent
• 1 – 2 years' experience in a customer service call center environment, including technical trouble shooting experience interfacing with external clients
• Advanced knowledge of Sequel, Microsoft Windows 11 and Access is a plus
• Proficient in Microsoft Office Word, Excel, Outlook, and PowerPoint
• Experience solving technological issues across multiple device types and platforms:

o Windows (especially common versions like 10/11)

o macOS

o Desktop computers

o Chromebooks

o iPads and Android tablets

• Strong interpersonal skills
• Excellent written and oral communication skills
• Customer-focused and can demonstrate mastery of customer service skills
• Strong problem solving and analytical skills
• Ability to multi-task
• Quickly adapt to new technology and terminology
• Strict attention to detail and accuracy
• Ability to work individually as well as in a team environment

Working Conditions:

Hybrid position. Work is normally performed at Success for All’s Towson Office on Wednesday and Thursday. Additional office days may be scheduled as needed.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.

Featured Benefits:

• Medical insurance
• Vision insurance
• Dental insurance
• Disability insurance
• Life insurance
• Paid Time Off
• 403(b)

SUCCESS FOR ALL FOUNDATION IS AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• technical: 1 year (Preferred)

Work Location: Hybrid remote in Towson, MD 21286

Salary : $23