Product Support Specialist

hace 17 horas


San Cristóbal de las Casas, Chiapas, México Ellucian A tiempo completo
About the Opportunity

We are seeking a highly skilled Associate Product Support Analyst to join our team at Ellucian. As a key member of our technical support team, you will provide expert guidance and troubleshooting to customers using our Ellucian Banner solutions.

Key Responsibilities
  • Perform technical troubleshooting for installations, upgrades, data migrations, interoperability, and product-related issues.
  • Effectively utilize company tools and software to record information about technical infrastructure and problem reports from customers.
  • Contribute to the improvement of customer self-help through the publication of technically accurate knowledge base articles.
  • Coordinate problem resolution with other team members, escalation resources, Ellucian engineering, testing, and partner companies.
  • Participate in the definition and implementation of processes to address customer questions, concerns, and ideas submitted electronically or by phone.
Requirements
  • Familiarity with comprehensive, enterprise-level information management systems or other multi-tier software systems.
  • Fluency in English, both written and spoken.
  • Strong customer-facing skills and a desire to work with customers who need our help.
  • Familiarity with networking and Internet protocols.
What We Offer
  • Comprehensive health coverage, including family major medical expenses, dental, and life insurance.
  • Christmas bonus, 30 days of vacation, and a saving fund.
  • Monthly food coupon and Thrive Flex Program for health, financial, or learning interests.
  • 5 charitable days to support the community that supports us.
  • Diversity and inclusion programs promoting employee resource groups.


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