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Support Analyst II

Job Req: PMA-570274
Company Entity: Anthology
Community: Student Success
Location: United States
Date Posted: Aug 10, 2022
Remote: Yes
Travel Requirements:

Job Description

Support Analyst

Remote – US

 

The Opportunity: 

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.   

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.  

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Anthology’s Client Services department consists of various specialized teams with a wide range of functions and responsibilities. Support Analysts within this department are responsible for supporting the Anthology customer base with any application related issues. This role involves working closely with other analysts and departments to provide effective and high-quality technical support service. The ideal candidate will have a passion for customer service and embrace a customer-centric attitude in all aspects of supporting our customers.

 

Primary responsibilities will include:

  • Account ownership and customer-centric mindset for all designated/assigned customers
  • 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 such as CampusVue Student, Talisma CRM, Talisma Fundraising, etc.
  • Quickly establishing rapport and 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, ServiceDesk
  • Escalating issues to Senior Support Analysts and Management as appropriate

 

The Candidate: 

Required skills/qualifications: 

  • Demonstrated proficiency in SQL and Crystal Reports; ability to create and troubleshoot SQL views, stored procedures, and functions at basic levels
  • Basic understanding of data structures and the ability to identify recurring patterns
  • Solid analytical and troubleshooting skills
  • Strong oral and written communication skills
  • Ability to work closely with other team members
  • 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
  • Bachelor's degree or equivalent work experience
  • 1-2+ years of customer service experience

Preferred skills/qualifications: 

  • Basic knowledge of Anthology's business practices, products, and services
  • Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, etc.)
  • Bilingual – English and Portuguese or English and Spanish

 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.    

 

  

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor. 

 

This position is not available for candidates residing in the following states: CO, CA, MA

 

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