Senior Support Analyst

Senior 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. The Senior Support Analyst is responsible for the analysis, troubleshooting, and resolution of incidents for the Anthology suite of products. This position involves working closely with other Client Services analysts and Anthology departments to provide effective and high-quality technical and application 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 customers.

Primary responsibilities will include:

• Account ownership and customer-centric mindset for any designated/assigned/signature customers
• Investigating, resolving, and providing root cause analysis on reported application issues
• Delivering technical and application training and best practices to department resources
• Effectively communicating timely updates to customers through the appropriate incident tracking tools
• Quickly establishing rapport and gaining and maintaining credibility with diverse audiences
• Building and maintaining knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution
• Escalating issues to management as appropriate
• Partnering with other departments, when necessary, to ensure that incidents are resolved in an efficient and timely manner
• Following established guidelines and industry best practices to resolve customer issues
• Helping create Client Services documentation, including Knowledge Base articles
• Serving as an escalation point for Level I and Level II analysts
• Documenting, reviewing, and approving product bug and enhancement requests
• Assisting assigned analysts with queue management and first response
• Mentoring and training junior support analysts in the technical and procedural aspects of our products and operations

The Candidate: 

Required skills/qualifications: 

• 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
• Advanced troubleshooting, problem-solving, and analytical skills
• Ability to effectively manage multiple assignments with a sense of urgency, structure, and attention to detail
• Ability to identify opportunities for process improvement and make constructive suggestions for change
• Ability to work both independently and as part of a team and communicate at all levels of the company
• Demonstrated ability and willingness to mentor other staff members and deliver product/process training as needed
• Proficient in Microsoft Office Suite
• Bachelor's degree or equivalent work experience
• 5+ years of customer service experience

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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