Summary:
The Data Services Engineer (Encompass) provides level 1 support to our existing production clients using Anthology’s leading-edge content, community and constituent management tools. This position provides technical support directly to the client via phone, email, and chat. This position also provides proactive, internal support to the Customer Experience team through reporting analytics and maintaining the product knowledgebase.
Responsibilities:
The Customer Support Engineer (Encompass) is responsible for providing top tier application support for Anthology Encompass product, including:
- First point of contact for clients.
- Provide troubleshooting support to customers using the Encompass platform via email, phone, and chat.
- Investigate and tests software issues, providing resolution when possible.
- Escalate issues, as needed, to supervisor or other departments per process.
- Write procedure and troubleshooting documentation for software, technical support and users.
- Communicate with Customer Experience Managers to escalate problems and implement solutions.
- Maintain client database for tracking, reporting and task creation.
- Update and maintain technical documentation on web-based knowledgebase and support portal.
- Operate office equipment including phone, printer, facsimile machine, and computer.
Qualifications/Experience:
- Knowledge of Microsoft Word, Excel and Outlook preferred
- Prior experience with Internet Explorer, FTP, DNS, Firefox, Chrome, CSVed, Windows Operating Systems preferred
- High School Diploma required
- Associates Degree or equivalent from two-year college or technical school preferred
- One to two years software support experience or equivalent combination of education and experience preferred
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.