Principal Agent/Product Expert
Florida, Ny
-Work directly with the BOCES to answer questions, troubleshoot issues, manage escalations, and facilitate interactions among other teams. -I have cultivated relationships with the BOCES and direct district contacts over the years, gaining their trust and understanding their unique needs.-Support all levels of modules within eSchoolData, GuruBoards, Online Registration, BOCES Portal and Third-Party Integrations. -Assisted in rolling out JIRA to our BOCES and have adapted quickly with the transition to Zendesk and JIRA. I work closely with the BOCES and internal team members to teach them how to utilize Zendesk which includes creating and applying macros, creating views, and linking JIRA tickets. -My ability to learn and adapt to new systems can be relied on as well as train others to use those new systems.-Join the SAM on weekly calls to ensure we are providing the best quality of service, including the ideas to support continual improvement with our customers and maintain constant awareness of customer pulse relative to overall client satisfaction.-Assist SAM in hosting monthly calls with Regional Information Centers (BOCES/clients) to bring forth those support ideas and changes as well as hold an open forum so our clients may voice questions, comments, and concerns.-Oversee the eSD support team as a product expert to ensure quality ticket details and format for development review.-Provide daily trainings to the eSD support team on our ever growing modules.-Review User Guides/Help documents and maintain updates with each major release.-Process issues reported within JIRA and ZenDesk research queue.- Work on a third party vendor “GURU” which is a product that exports/imports eSD data into and from those third party products (Zaps, Notifications, Profiles, Rules, APIs).-Provide support to the Product team for escalations and collaborate with the Product Manager to ensure that product roadmap priorities and support priorities are in sync.
