• Integration Specialist

    Insight Global (Columbus, OH)


    Job Description

    Provide email and phone support to customers who have integrated Single Sign On and Auto Rostering (SSO and OneRoster CSV & API) with the client and need assistance with trouble shooting issues they may be having with their data files, log in errors and/or access to their content. This individual will spend their time triaging and working emails tickets and taking phone calls to assist with technical issues and solving common errors for district level IT administrators. The triage process will also determine the severity (from low to critical) of the issue so that it can be routed to the appropriate Specialist team.

     

    Provide the solution for common errors the District Administrators might need while directing more complex issues to the appropriate Specialist to resolve

     

    Maintain communication with the team (via Slack Chat & Zoom) to ensure that issues are being addressed and prioritized appropriately.

     

    90%

     

    Email Queue Scrubbing, this includes coding and setting priority levels on email cases to meet service level that all emails are reviewed within 2 hours.

     

    Can determine the complexity of a given issue and either work the issue or ensure that the issue is properly triaged and communicated to the appropriate team.

     

    Ability to work with high level District IT Admins to resolve problems

     

    Follows standard practices and uses judgement within the defined practices and procedures. Pay Rate = $18.00

     

    We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

     

    To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

     

    Skills and Requirements

     

    Ability to determine severity of customer issues and work on items appropriate for level of training provided.

     

    Has a sense of urgency and good decision-making skills, especially knowing when to escalate issues.

     

    HD ticketing system familiarity (SalesForce, JIRA and Confluence experience is a plus)

     

    Basic understanding of database concepts

     

    Strong level of knowledge with Excel

     

    Experience with csv file format recommended

     

    Proficiency with Microsoft Applications including Outlook, Excel and Word.

     

    Excellent written and verbal communication and Customer Service skills

     

    Understanding of tech terms and language

     

    Enjoys collaborating with team on troubleshooting and resolutions

     

    Attention to detail and able to stay self-motivated.. null

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].