Associate Technical Support I

Description

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com

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Our Customer Support team has a proven track record of delivering high quality technical support to our customer base. As Associate Technical Support I on our Tier 1 team, you will be responsible for providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email.

Specific responsibilities will include:

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2
• Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base
• Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers
• Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved

The Candidate:

Required skills/qualifications:

• Any relevant experience in an enterprise-level technical support environment
• Solid problem-solving skills
• Ability to work independently
• Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
• Familiarity with front end debugging tools (inspector, console, network tool)
• Familiarity with web technologies such as SaaS, SSO, or APT
• Some familiarity with relational databases and the ability to read and write basic SQL queries
• Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
• Ability to work in a distributed team environment
• Ability to prioritize and multitask daily work with frequent interruptions
• Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues
• US Citizenship required
• Fluency in written and spoken English

Preferred skills/qualifications:

• Previous use of Blackboard Learn or similar LMS
• Industry certification (A+, Linux+, CCNA, etc.)
• Data networking knowledge to include routers, configuration, and operation
• Knowledge of CRM (Salesforce.com)
• System administration skills (MCSA, RHCSA certification)
• Familiarity with AWS, console, EC2, RDS ITIL certification

While the full salary range for this role is $59,300-$89,000, the expected hiring range for this opening is $59,300 –$60,000, depending on experience and budget availability. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.