Technical Support, Associate I

Associate Technical Support I

United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

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

The Global Support department consists of various specialized teams with a wide range of functions and responsibilities. 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

The Candidate:

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. 

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.