Technical Support, Associate

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Anthology Inc

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💰 Venture Round on 2023-01

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com.

📋 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 • Industry certification (A+, Linux+, CCNA, etc.) • Data networking knowledge to include routers, configuration, and operation • Knowledge of CRM (Salesforce.com) • System administration skills (MCSA, RHCSA certification) • Familiarity with AWS, console, EC2, RDS • ITIL certification