Product Support Analyst

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.About the Opportunity:ICG collaborates within a highly trained technical team to provide first-tier product support and improve efficiencies through the standardization of processes that Customer Success was built upon. The ICG specialist aligns cross-divisional resources around implementation projects, diagnoses and resolves functional client issues, identifies critical trends, and participates in queue calibration processes by evaluating and managing incoming case volume.As the initial contact point for Ellucian’s internal and external customers, the ICG specialist is responsible for the execution of case management activities that ensure maximum resource utilization and quality support delivery.**Where you will make an impact**- Help customers articulate the product specifications that will advance institutional performance; merge product guidance with business objectives to ensure customer's desired outcomes are met or exceeded.- Proactively manage the eCRM queue of customer support issues; Utilize product knowledge and expertise to own and resolve functional issues, how-to questions, navigation issues, and answer general questions.- Provide guidance on product usability within business best practices, ensuring proper handoff to the next level of support is performed when necessary; Review and propose additional service offerings to customers when appropriate.- Work cross-divisionally with Professional Services, Project Management Office/PMO, Cloud Operations, AE/Sales, Customer Success Services to ensure milestone consideration, unit collaboration and effective resource assignments.- Make initial contact to perform diagnostics; define and isolate the problem and determine the source of error; provide comprehensive case updates with detailed technical descriptions.- Monitor multiple case tracking systems to guide the progression of client issues with cross-divisional ownership; act as an information liaison to ensure cases are escalated as necessary, customers are provided consistent and meaningful status updates, and Action Line technical staff receive cross organizational feedback.- Review cases to differentiate between in-scope maintenance issues and non-scope billable opportunities, route customers to the appropriate materials, stakeholder(s), team(s) and/or queue(s).- Prevent duplicate efforts by analyzing incoming case volume for thematic issues and identifying internal knowledge gaps.- Ability and willingness to work non-standard hours/shifts to fulfill Ellucian Global Support’s 24 hours, 7 days a week, commitment to our customers.**What will you bring**- At least 2 years’ experience in a Level 0-1 customer service capacity.- Technical awareness: ability to identify critical issues appropriately.- Interpersonal communication skills; active listening and customer-care.- Ability to effectively handle demands from multiple internal/external customers and the pressures from competing priorities.- Excellent listening skills and the ability to ask probing questions.- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.- Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers.- Strong customer service orientation and experience with excellent communication skills.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 opportunitiesLI-MH1LI-Remote