Technical Support, Associate

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Anthology Careers

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 HR Tech

🤝 B2B

☁️ SaaS

HR Tech • B2B • SaaS

Anthology Careers is a company specializing in onboarding services and HR solutions for businesses. They provide tools and support for processes such as ADP onboarding, Workbright I-9 employment verification, and time and attendance management. The company also offers specific services for Canadian hires, ensuring compliance with various employment laws and regulations. Their platform facilitates the seamless onboarding of new employees while offering assistance through FAQs and live support.

📋 Description

• 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 our Knowledge Base • Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers • Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved

🎯 Requirements

• Any relevant experience in an enterprise-level technical support environment • Solid problem-solving skills • Ability to work independently • 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, network tool) • Familiarity with web technologies such as SaaS, SSO, or APT • Some familiarity with relational databases and the ability to read and write basic SQL queries • 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 • Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues • Fluency in written and spoken English. • Previous use of Blackboard Learn or similar LMS (preferred) • Industry certification (A+, Linux+, CCNA, etc.) (preferred) • Data networking knowledge to include routers, configuration, and operation (preferred) • Knowledge of CRM (Salesforce.com) (preferred) • System administration skills (MCSA, RHCSA certification) (preferred) • Familiarity with AWS, console, EC2, RDS (preferred) • ITIL certification (preferred).

🏖️ Benefits

• Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. • The company does not provide visa sponsorship or immigration support for this position.