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Customer Support Representative - Technical Support II - Seasonal

Questar has an opportunity for a Customer Support Representative - Tech Support II position - This is a seasonal position that works 9 months our of the year (September - May) in the Customer Service department at our corporate office in Apple Valley, MN.  We are a dynamic and resourceful organization that provides educational assessment services to clients in the K-12 education industry.  As a critical point of contact for our clients, the Customer Support team drives long term relationships with customers through superior work and professional representation of the company.  The position communicates with clients by phone and/or email troubleshooting and resolving issues. The role owns resolution of all client issues received an serves as Questar’s customer liaison to the school or district. 

Responsibilities include:

  • Troubleshoot client issues regarding installation/set-up of online testing and reporting software.
  • Resolve complex problems that involve local network issues (such as proxy servers, firewalls, internet filters, and permissions) and other school equipment and/or software configurations. 
  • Use internal ticketing systems to document and track all issues and problems to resolution.
  • Utilize and coordinate escalation protocol to identify and escalate issues. 
  • Work with other technical staff to maintain the help desk ticket system and designated SharePoint sites.


  • Two-year college degree in information technology or relevant field; additional relevant experience may be substituted for degree.
  • 2 or more years of technical customer support experience.
  • General knowledge of standard technologies, equipment and software (e.g., Windows, Linux, Mac, thin client environments, remote desktop applications such as TeamViewer, Java runtime environment, and issues related to hardware and software such as drivers, graphic cards and virtual servers).
  • General knowledge of installing software, active directory, proxy servers, firewalls, and web filters.
  • Basic knowledge of SQL Server and the ability to write and modify basic query’s to extract data from the SQL database.
  • Experience with call center ticketing systems and the administration of ticketing system.
  • Strong Microsoft Excel skills.
  • Basic knowledge of HTML and XML coding and the ability to edit current customer facing websites as needed.
  • Experience creating and maintaining user and technical documentation.
  • Ability to analyze and troubleshoot issues.
  • Strong technical aptitude and ability to translate technical concepts into easily understood terms for both technical and non-technical clients and internal team members.
  • Strong organizational skills to prioritize work and perform multiple concurrent projects or assignments, despite interruptions.
  • Effective communication and interpersonal skills with clients, team members and senior level leaders.
  • Ability to work on cross-functional teams and work independently on individual assignments with minimal supervision.
  • Desire to keep apprised of new technology.  Ability to learn new technology quickly.
  • Drive team effectiveness by continually improving process and procedures.


  • Four-year college degree
  • SharePoint knowledge

Other Requirements:

  • Must be authorized to work in the United States and not require visa sponsorship now or in the future.


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