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Holmes Corporation is a leader and trusted advisor in global certification training located in Eagan, MN. We work in partnership with leading industry associations to grow demand for and achievement of their certification programs through the creation, promotion, and distribution of premium quality learning systems.
IT Generalist
Position Overview
This position will report to the IS/IT Manager and will be responsible to learn and support technology systems and tools at Holmes. The ideal candidate will be a technology generalist with a broad knowledge of current IT options and trends. This role will be a technical resource for internal and external users. Qualified candidates will work closely with leadership, account service staff, clients, and other technical staff to align and deliver on expectations.
Specific responsibilities include but are not limited to:
- 75% – Support Information Technology needs for the business. Hardware/OS updates and troubleshooting, application troubleshooting, SSRS/PowerBI reporting, and internal and external helpdesk issues. The Primary areas of learning: Microsoft servers (CRM, GP, SQL Server, and other Windows Servers), Networking and Communications, Business software (MS Office, email, etc.), Backup/Archive/DR best practices and tools. Additional knowledge that is beneficial: SCRIBE, SSIS, JavaScript, Linux servers and open-source tools.
- 15% – Manage your time and IT projects. Use of helpdesk and planning systems (JIRA) to record and plan work.
- 5% – Develop command of your industry, solutions, and related technology advancements. Communicate effectively and share expertise with internal and external partners, establish teamwork and long-term relationships with partners, colleagues, and customers.
- 5% – Cross functional leadership and communication by partnering with the leadership team; your internal support team; operations team; and your cross functional partners to optimize the customer experience during every interaction.
Qualifications
Job Experience, School, and/or training in ONE OR SOME of the following areas…
(the others will be learning opportunities):
- 1-3 years in a technical role
- OR, Technical training with certification(s)
- OR, Technology schooling (Technical school, Armed services, College)
- Technology Helpdesk tickets and calls — Internal user support
- Direct contact to Holmes Customer Service team for end-user/customer technical support.
- Excellent organizational skills, attention to detail, and troubleshooting skills.
- Networking and communication systems (including phones).
- On premise, Co-Lo, and Cloud environment server environments.
- ETL experience – SQL query, SSIS, SSRS, SCRIBE – learn, modify/update.
- Excellent communication skills – both technical and non-technical.
- Keep clients, technical staff, and account service staff informed on issues and progress.
- Comfortable learning new technology and using technology as the main solution to problem solving. Root cause analysis. Proactive problem solver.
Holmes Corporation offers an excellent company culture, positive and supportive team environment, competitive compensation and comprehensive benefits package
CUSTOMER CARE REPRESENTATIVE
Position Overview
We are seeking a candidate with exceptional customer service skills with a sales driven approach and a passion to educate, assist, and provide guidance to help potential customers make informed decisions and ensure customer success. This individual will work as part of a team who takes great pride in our quality of service.
Specific responsibilities include but are not limited to:
- Responsible for all front line customer interaction via phone, e-mail, chat, or ecommerce from 8am-5pm M-F.
- Comfortable representing a complex portfolio of learning systems requiring in-depth, specialized knowledge, and regular research and review to remain current.
- Educate customers on learning systems, quote prices, process orders, and provide first level technical support.
- Have an in depth knowledge of all educational courses in order to educate the customer on the product, quote prices, process orders, and provide first level technical support.
- Assist our customers with issues ranging from routine inquiries to complicated issues that require in-depth research.
- Lead capture, nurturing and conversion, including warm lead outbound efforts.
- Operate as a team member that exceeds customer expectations to ensure learner success.
- Provide support to the sales and marketing teams, distribution and association partners.
- Manage a multitude of tasks effectively and efficiently
- Take an active part in team discussions and process improvement initiatives
- Utilize tools, systems, and software applications to manager customer and learner data.
Qualifications
Qualifications include:
- 2 to 5+ years of related customer service experience with a proven history of excellent verbal, written, and interpersonal skills and phone demeanor (effective, energetic, and engaging).
- Excellent time management skills.
- Sales-oriented approach.
- Driven, self-motivated, organized and detail-oriented.
- Ability to learn and articulate information to learners via phone, email, and chat.
- Ability to multi-task and effectively manage a complex mix of tools, systems and software applications.
- High service-service orientation; strong desire to work in a mission-driven culture and work to ensure customer and partner success.
- Ability to work cross-functionally and partner effectively with other organizational teams.
Holmes Corporation offers an excellent company culture, positive and supportive team environment, competitive compensation and comprehensive benefits package