Senior CRM & Help Desk Training Analyst

Texas Education Agency; Austin (TX); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid holidays & leave

Professional development opportunities

Job summary

Texas Education Agency in Texas seeks a Customer Relationship Management (CRM) and TEA Help Desk Support and Training Analyst in the Office of Information Technology. You will provide first-line CRM/Help Desk support, troubleshoot issues, and develop tailored training for users ranging from beginners to advanced.

You will report to the Associate Commissioner, collaborate with CRM product teams, and help implement training content and procedures while ensuring high-quality customer service across

Qualifications

• Graduation from an accredited four-year college or university.
• At least four (4) years of experience in Training and IT Customer Support Services, to include experience in analyzing and evaluating complex information technology programs, policies, and issues, and developing workable solutions.

Responsibilities

• Monitors, reviews, and resolves CRM and TEA Help Desk incidents at an advanced (senior) level, ensuring quality analysis and customer satisfaction.
• Leads, develops, monitors, maintains, and delivers communication for CRM and TEA Help Desk product teams.
• Acts as a subject matter expert for CRM and TEA Help Desk applications; analyzes issues and proposes solutions; designs and delivers training plans.
• Oversees User Acceptance Testing (UAT) for all CRM and TEA Help Desk products, ensuring timely updates.
• Designs and executes training programs; creates and maintains training docs, KBAs, FAQs, and guidance sheets for TEA staff, ESCs, and LEAs.

Skills

Customer support

Training design

CRM systems

Communication

Education

Bachelor's degree

Tools

Microsoft Dynamics 365

Zendesk

Jira Software

Job description

Texas Education Agency in Texas seeks a Customer Relationship Management (CRM) and TEA Help Desk Support and Training Analyst in the Office of Information Technology. You will provide first-line CRM/Help Desk support, troubleshoot issues, and develop tailored training for users ranging from beginners to advanced.

You will report to the Associate Commissioner, collaborate with CRM product teams, and help implement training content and procedures while ensuring high-quality customer service across