Technical Solutions Specialist in at SCN Worldwide, LLC

Scantron (SCN Worldwide, LLC) is a leading provider of assessment and technology solutions empowering educational institutions and organizations to make data-driven decisions that improve outcomes, with headquarters in Eagan, Minnesota. Scantron has been the leading organization in data collection for over 50 years, offering critical assessment, technology, and data capture solutions globally. Our company provides best-in-class scanning solutions supporting educational institutions, businesses of all sizes, and government agencies worldwide. We're committed to innovation that serves our customers and their communities.

Essential Responsibilities

· Deep dive on client-reported blockers to identify workarounds and test technical solutions that meet client goals

· Troubleshoot technical and data-centric issues, including ETL pipelines and data schemas to help clients understand and solve their business problems

· Participate in client and internal meetings where you leverage your product expertise to inform decisions and solutions

· Leverage knowledge base articles to “teach clients how to fish”, and identify opportunities for reusable content

· Serve as technical advisor and product advocate; thoughtfully considering customer needs to arrive at a best solution

· Provide application support relating to software functionality, incident resolution and systems configuration

· Operational experience with MS SQL including but not limited to creating and running scripts, configuration, and maintenance

· Recognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating complex cases to the appropriate team

· Consults with programmers to explain software errors or to recommend changes to programs

· Install, configure, and support Scantron and third-party software

· Ability to train non-technical resources within a customer environment

· Ability to multi-task and meet multiple deadlines

· Organized and detail oriented and the ability to learn, retain and apply considerable amounts of information

Required Qualifications

· 3+ years of technical support experience

· Strong understanding of software development and troubleshooting methodologies

· Excellent communication and interpersonal skills

· Experience with support ticket management systems and CRM platforms

· Strategic thinking and planning capabilities

· Strong customer service orientation

· Ability to work under pressure and manage multiple priorities

Technical Skills

· Experience with software deployment and configuration

· Strategic thinking and planning capabilities

· Strong customer service orientation

· Ability to work under pressure and manage multiple priorities

Working Conditions

· Full-time position

· May require occasional evening or weekend availability for critical issue

Benefits

· Competitive salary

· Health, dental, and vision insurance

· 401(k) with company match

· Professional development opportunities

· Paid time off and holidays

· Life and disability insurance