Product Support Specialist
hace 17 horas
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.
- 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.
- 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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