Technical Support Analyst
Technical Support Analyst
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Job Description
Essential Duties & Responsibilities:
Provide support to users over the phone email and online by identifying and resolving issues associated with the Workforce Edge and Sophia platforms Salesforce as well as other applications as they are implemented
Coordinates issue escalation to other teams and communicates progress and resolution.Documentation and case management of all support requests to detail information on reported requests troubleshooting actions taken followup and resolution.
Meets and exceeds team service level metrics with productivity case management and quality of service.
Keeps apprised of new technology and system updates.
Complete special projects or other tasks assigned in the agreedupon timeframe and goals.
Assist in creating and updating documentation for internal endusers such as knowledge base resources and online tutorials.
Assist with team communication and questions.
Job Skills:
Proficiency with using case management tools (Salesforce a plus).
Must possess excellent oral and written communication skills and place a high degree of importance on developing and maintaining a high quality of service.
Proven ability to learn new technology and processes quickly.
Ability to solve complex technical issues via phone email and online tools.
Must possess the ability to prioritize tasks stay organized and be flexible to changing priorities.
Ability to work on multiple tasks simultaneously despite frequent interruptions.
Consistent highlevel demonstration of integrity and professionalism.
Understanding of SQL and the ability to execute read only queries.(preferred)
Work Experience:
1 years of experience with education platforms and provider integrations.
2 years of experience providing customer service and support.
1 years of experience handling a diverse scope of applications/processes
1 years of experience using and troubleshooting with Windows Operating System Microsoft Office Internet Browsers is required
2 years of experience in supporting integrations including API and file based.
1 years of experience working with single sign on technology (SSO)
Comfortable working with diverse teams.
Basic understanding of SQL.
1 years of experience with remote management tools in the resolution of technical issues is a plus.
1 years of experience supporting Salesforce Service Cloud Sales Cloud preferred
Education:
Twoyear degree or higher from an accredited institution and/or equivalent work experience
Salesforce Admin Certification is a plus
Spanish Language Proficiency is a plus
Other:
Must be able to travel 010 of the time
Must be able to lift 25lbs
Hybrid office setting with Remote and OnSite
Mobility within the office includes movement from floor to floor
Travel via plane car and metro may be to perform this job
Must be able to work more than scheduled hours per week when business needs warrant
Access information using a computer
Effectively communicate both up and down the management chain
Effectively cope with stressful situations. Strong mental acuity
Regular dependable attendance and punctuality are essential functions of this job
Other essential functions and marginal job functions are subject to modification
SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical dental vision life and disability plans SEI employees may take advantage of wellbeing incentives parental leave paid time off certain paid holidays tax saving accounts (FSA HSA) 401(k) retirement benefit Employee Stock Purchase Plan tuition assistance as well as entertainment and retail discounts. Nonexempt employees are eligible for overtime pay if applicable.
Careers Our Benefits Strategic Education Inc
SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including but not limited to jobrelated knowledge/skills experience business needs geographical location and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.
$21.50 $32.75 HourlyIf you require reasonable accommodations to complete our application process please contact our Human Resources Department at .
Required Experience:
IC
Employment Type
Full-Time
