Senior 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.Overview:**About the Opportunity**As a Senior Product Support Analyst, with a strong customer service orientation utilize your strong communication, analytical and critical thinking skills to assist the Ellucian Action Line team in supporting Ellucian Banner, Experience, Ethos and related solutions, including integrations and third party products. You will be responsible for working closely with customers and other Ellucian employees to provide deep functional/technical support for issues arising during the deployment and ongoing use of the Ellucian products. You will be demonstrating your commitment to working through complex problems and complete tasks with a high level of accuracy and focus on satisfying the customer.**Where you will make an impact**- Provide in depth support to Ellucian clients and employees in troubleshooting and resolving issues.- Manage cases efficiently and effectively using Ellucian’s case-tracking system, keeping customers updated on progress through resolution.- Develop effective working relationships with other Ellucian staff.- Liaise with other Ellucian functional/technical teams (Development, Cloud Hosting, Professional Services) to deliver outstanding support for clients.- Work both independently as needed and as an active, contributing member of a team.- Actively contributing to and working to improve customer self-help through the publication of technically accurate knowledge base articles.- 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 Support 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**- Strong customer service orientation and experience with excellent communication skills, both written and verbal, in English and Spanish.- Strong analytical, troubleshooting and problem solving skills.- Strong customer-facing skills and a desire to work with customers who need our help.- Self-starter with a strong motivation to learn and master new technologies and skills.- Familiarity with the implementation and use of Banner, Experience and Ethos Ellucian solutions and integrations.- Familiarity or experience in providing consultation for highly functional/technical Ellucian Banner, Experience and Ethos solutions.- 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.- Experience working as a college/university System or Database Administrator is a plus.- Experience working in an international environment is a plus.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-SC1LI-Remote