Associate Product Support Analyst - Puebla, México - Ellucian

Ellucian

Empresa verificada

Puebla, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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:

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, howto 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 crossdivisionally 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 crossdivisional 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 inscope maintenance issues and nonscope 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 nonstandard 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 01 customer service capacity.
Technical awareness: ability to identify critical issues appropriately.
Interpersonal communication skills; active listening and customercare.
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 selfstarter, able to effectively manage multiple priorities and adapt to change within a fastpaced 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 opportunities

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