Support Analyst I - Bilingual

Description

Support Analyst (Bilingual)

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

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

A Support Analyst (Bilingual) is responsible for supporting the Spanish- and English-speaking Anthology customer base with issues related to our CRM product, Reach. The role involves working closely with other analysts and departments to provide effective and high-quality technical support service. The Global Support department consists of various specialized teams with a wide range of functions and responsibilities. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of supporting customers.

The Support Analyst (Bilingual) is responsible for providing customer-facing written and oral support for Anthology software.

Primary responsibilities will include:

• Demonstrating a customer-centric mindset for all designated customers
• Incident creation, routing, tracking, updating, escalation, resolution and completion in a professional and timely manner
• Maintaining basic knowledge of current versions of the company’s proprietary applications
• Quickly establishing rapport, gaining and maintaining credibility with diverse audiences
• Following established guidelines and industry best practices to resolve customer issues
• Providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system, ServiceDesk
• Escalating issues to Senior Support Analysts, Technical Support Engineers, and Management as appropriate

The Candidate:

Required skills/qualifications:

• Bachelor’s Degree or equivalent work experience
• 0-2 years of customer service experience
• Solid analytical and troubleshooting skills
• Strong oral and written communication skills
• Ability to work closely with other team members
• Comfortable using a variety of tools and techniques including: phone, chat and e-mail
• Desire to learn both the technical and business aspects of the Higher Education and Not-for-Profit sectors
• Proficiency in Microsoft Office Suite
• Fluency in written and spoken English at CEF B2 level or above

Preferred skills/qualifications:

• Technical proficiency with only software products
• 2-4 years working in a corporate environment supporting a product or Software as a Service (SaaS)

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.