Client Support Specialist

Job Description

Client Support Specialist

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.

Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As a Client Support Specialist on our Tier 1 team, you will be responsible for providing multi-level troubleshooting and technical support to Anthology's Blackboard Learn clients via phone, email, and social forums.   

Specific responsibilities will include:  

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2  
• Drafting, reviewing, and publishing product bugs/fixes into the Anthology Knowledge Base  
• Representing the Client Support department in various support meetings or reviews with both internal product teams as well as external clients  
• Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved  

The Candidate:
Required skills/qualifications:

• Any relevant experience in an enterprise-level technical support environment
• Proficient with multiple operating systems environments including Windows, Red Hat, or Solaris
• Solid problem-solving skills
• Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
• Familiarity with front-end debugging tools (inspector, console, and network tool)
• A general understanding of web server architecture (Linux, Apache, SQL, and Python)
• Knowledge of web technologies (HTML, CSS, JavaScript, Java, HTTP)
• Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
• Ability to work in a distributed team environment
• Ability to prioritize and multitask daily work with frequent interruptions

 
Preferred skills/qualifications:

• Previous use of Blackboard Learn or similar LMS
• Industry certification (A+, Linux+, CCNA, etc.) 
• Knowledge of CRM (Salesforce)
• ITIL certification
• Data networking knowledge to include routers, configuration, and operation 
• System administration skills (MCSA, RHCSA certification) 
• Familiarity with AWS, console, EC2, RDS
• Experience supporting maintenance tasks, including operating system installs and upgrades

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.    

 

Starting salary is $52,000/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.