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Associate Product Support Analyst
hace 3 semanas
Together we are powering the future of Higher Education:
Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
Overview:
**About the Opportunity**
As an Associate Software Support Analyst, you will provide technical expertise and guidance around Ellucian Banner solutions to college and university system administrators, DBAs, programmers, to internal Ellucian staff and to the support staff of partner companies.
**Where you will make an impact**
- Performing technical troubleshooting covering installations, upgrades, data migrations, interoperability and product related issues.
- Effectively using company tools and software to record information about the technical infrastructure and problem reports from customers.
- Actively 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, Ellucian testing and partner companies, ensuring open communication of issues and resolutions.
- Participating in the definition and implementation of processes to address all questions, concerns and ideas of customers that are submitted electronically or by phone.
- Contributing as an active member of the Ellucian technical team by providing open and honest feedback to others, supporting the rest of the team and creating an environment of optimism and achievement.
**What you will bring**
- Familiarity with the implementation and use of comprehensive, enterprise-level information management systems or other multi-tier software systems.
- Fluency or strong communication ability (oral and written) in English.
- Strong customer-facing skills and a desire to work with customers who need our help.
- Familiarity with networking and Internet protocols.
- Nice to have (Not required)
- Experience in providing consultation for highly technical enterprise software. Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience.
What makes #Ellucianlife:
- Comprehensive health coverage: family major medical expenses, dental and life insurance.
- Christmas bonus 30 days
- Saving fund
- Monthly food coupon
- 15 workdays vacation
- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
- 5 charitable days to support the community that supports us
- Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
- Parental leave
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:
- Tuition Reimbursement Assistance
- Professional development opportunities
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