The Tech Support Analyst will be responsible for providing support to users of the Sophia and Workforce Edge Platforms as well as Salesforce. Duties include providing phone, email, and remote support for production systems, integrations, and resolving issues while maintaining case tracking of these actions. Special emphasis is given to strong customer service and technical skills.

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, follow-up, 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 agreed-upon timeframe and goals.

Assist in creating and updating documentation for internal end-users, 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, high-level 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:

Two-year 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 0-10% of the time

Must be able to lift 25lbs

Hybrid office setting with Remote and On-Site

Mobility within the office includes movement from floor to floor
Travel via plane, car, and metro may be required 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 well-being 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. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an Equal Opportunity employer committed to a diverse and inclusive community. 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, job-related 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 - Hourly

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.