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Job Summary:

Anthology Inc is a leading company in the EdTech ecosystem, supporting over 150 million users worldwide. The Senior Technical Support I role is focused on providing high-quality technical and application support for the Anthology suite of products, ensuring effective resolution of customer incidents and fostering a customer-centric environment.

Responsibilities:

• 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

Qualifications:

Required:

• Bachelor's degree or equivalent work experience

• At least 5 years of customer service experience

• 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

• Fluency in written and spoken English

Company:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Founded in 2020, the company is headquartered in Boca Raton, Florida, USA, with a team of 1001-5000 employees. The company is currently Late Stage. Anthology Inc has a track record of offering H1B sponsorships.