Campus Support Specialist

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Summary:

The role is responsible for providing “front line” support for campuses through tickets, phone, and chat. The Campus Support specialist also maintains a Baseline campus portfolio and other tasks as assigned.

Responsibilities:

• Identify and organize incoming customer questions or problems by priority, and triage/escalate issues in a timely manner via ticketing system, phones, and/or chat.
• Provide remote training to member campuses as necessary.
• Assist in the completion of campus-specific projects or goals.
• Troubleshoot member campuses’ technical issues within software.
• Liaise with technical teams as necessary to ensure advanced issues are resolved.
• Liaise with consulting teams as necessary to address campus relationship successes and issues.
• Aid in the writing of technical documentation, testing, and quality assurance projects as requested.
• Assist in internal technical configuration and campus communications.
• Maintain accurate and consistent customer relationship management records based on support activities.
• Assist Campus Support Managers with projects as assigned and provide support to various product teams as necessary.

Education:

• College degree preferred but not required.

Qualifications/Experience:

• 3 years of experience in a customer service role required
• Technical support experience preferred

Skills/Competencies:

• Optimism, warmth, and a love for making customers happy.
• Strong command of the English language and ability to communicate clearly.
• Excellent organization skills.
• Problem solving with an emphasis on creativity and critical thinking.
• Confidence to work with customers on a consultative basis.
• Multi-tasker with high attention to detail.
• Out of the box thinker.
• Ability to seamlessly move between a team environment and independent work.
• Tech savvy.
• Familiarity with spreadsheets and other office productivity applications.
• Ability to understand and assist high-level university administrators and faculty.

Why is this job important?

• The Campus Support team is the first and only interaction most users have with the Anthology team. Campus Support Specialists have a huge effect on campus product understanding, utilization, and satisfaction which ultimately is paramount to their overall retention.

What will you learn on this job?

• Campus Support Specialists will learn…
• To delight customers in a technical environment
• To troubleshoot in new and unique software
• To multitask in a fast-pace & often changing workplace

A commitment to Equal Opportunity Employer/Affirmative Action Employer We are committed to creating and maintaining a workplace in which all of our employees have an opportunity to participate in and contribute to the success of the business. We are dedicated to providing every Anthology employee with the best possible employment experience regardless of their race, national origin, sex, sexual orientation, socioeconomic status, familial status, religion, age, disability, gender identity, gender expression, results of genetic testing/genetic information, service in the military, veteran status, or any other status protected by federal, state, or local laws. Diverse candidates are strongly encouraged to apply. We highly value the many identities, perspectives, and experiences of all of our employees.