Anthology s Global Technical Support team is responsible for supporting the Anthology customer base with issues related to our SIS product, Student. This role involves working closely with other analysts and departments to provide effective and high-quality technical support service. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of supporting our customers.
Primary responsibilities will include:
Incident creation, routing, tracking, updating, escalation, resolution and completion in a professional and timely manner
Maintaining basic knowledge of current versions of the company s proprietary applications
Quickly establishing rapport, gaining and maintaining credibility with diverse audiences
Following established guidelines and industry best practices to resolve customer issues
Providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system, Salesforce
Escalating issues to Senior Technical Support, Solutions Architects, and management as appropriate
Required Skills/ Qualifications:
Bachelor s Degree or equivalent work experience
0-2 years of customer service experience
Solid analytical and troubleshooting skills
Strong oral and written communication skills
Ability to work closely with other team members
Ability to successfully manage multiple assignments with a sense of urgency, structure and attention to detail
Comfortable using a variety of tools and techniques including phone, chat, and e-mail
Desire to learn both the technical and business aspects of the Higher Education and Not-for-Profit sectors
Proficient in Microsoft Office Suite
Customer-centric mindset
Fluency in written and spoken English
Preferred skills/qualifications:
2-4 years working in an accounting position in a corporate environment supporting a product or Software as a Service (SaaS)
Strong working knowledge of higher education software packages and best practices
Ability to complete advanced scripting tasks in SQL for data analysis/troubleshooting purposes, including writing complex ad hoc queries and creating/troubleshooting SQL views, stored procedures and functions
Technical proficiency with software products
Pay range is $59,000 – $89,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.
Work Experience: 2 – 4 Years
Job Location: Remote, United States
About Anthology
At Anthology, our mission is to empower you with meaningful innovation that`s simple and intelligent. We`re here to help you modernize your campus and navigate fast and unprecedented change. And we`re your partner for driving the best outcomes possible. Our intelligent and innovative EdTech ecosystem, with built-in artificial intelligence and strategic data insights, is unmatched by any other provider and is the only complete suite including LMS, SIS, and CRM solutions. But we think it`s who we are as a company our mission, values, people, and our belief in the Power of Together that truly sets us apart. And that`s where you come in.
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