Software Support Professional for Higher Education Institutions
hace 7 días
**Transforming the Future of Education**
Ellucian, a global leader in EdTech for Higher Education, is seeking an experienced Software Support Analyst to join our team. As part of our global support organization, you will provide technical expertise and guidance to college and university system administrators, DBAs, programmers, internal staff, and partner company support teams.
We are committed to helping Higher Ed thrive by transforming their institutions into agile, digitally connected campuses that enable student success. Our solutions empower educators to achieve their goals and make a meaningful impact on students' lives.
In this role, you will be responsible for:
- Performing technical troubleshooting for installations, upgrades, data migrations, interoperability, and product-related issues.
- Effectively utilizing company tools and software to record information about technical infrastructure and problem reports from customers.
- Contributing to and working to improve customer self-help through the publication of technically accurate knowledge base articles.
- Coordinating problem resolution with other team members, escalation resources, Ellucian engineering, testing, and partner companies.
- Participating in process definition and implementation to address customer questions, concerns, and ideas submitted electronically or by phone.
**What You Need**
To succeed in this role, you should have:
- Familiarity with comprehensive enterprise-level information management systems or multi-tier software systems.
- Fluency in English (oral and written) and strong communication skills.
- A strong motivation to learn and master new technologies and skills.
- Strong customer-facing skills and a desire to work with customers who need our help.
- Familiarity with networking and Internet protocols.
**What We Offer**
Ellucian provides a comprehensive benefits package, including:
- Comprehensive health coverage (medical, dental, vision).
- Flexible time off.
- 401k & Bright Plan for retirement savings.
- Thrive Flex Program for personal growth and development.
- Charitable days off to support community causes.
- Diversity and inclusion programs.
- Parental leave.
- Employee referral bonuses.
- Tuition Reimbursement Assistance and professional development opportunities.
**Estimated Salary:** $65,000 - $85,000 per year, based on location and experience.
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