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Senior Technical Support Analyst

USA

Company Overview:

Everything we do is for educators. We’re partnering with them to advance a bold vision for education that boosts district performance and student success. At Follett Software, we empower educators across roles with technology that streamlines processes and manages information and resources to improve their schools, increase student success, and drive the future of education. We believe that by empowering educators to amplify their impact on students’ lives, we can change the world. Our goal and mission is to drive the future of education. We are inspired by educators to deliver transformative technology. Our innovative, connected solutions simplify challenges and offer a seamless and intuitive experience.

Position Overview:

The Senior Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products and resolving issues escalated by other support teams. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This role will directly support our Master Library product as part of our Follett Software portfolio. 

Responsibilities:

  • Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality and general usage and report issues. 
  • Documents resolution processes for escalated issues and serves as a resource for other support areas. 
  • Identifies and pursues opportunities for mentoring and knowledge sharing.   
  • Creates and updates Knowledge Base articles.  
  • Partners with Training Services and Tier 3 by providing assistance in training as requested.   
  • Partners with Development to research and perform root cause analysis on potential product bugs/defects. 
  • Creates and delivers product specific presentations to customers as needed. May travel to customer sites to provide training and support during Go Live and other critical times during the school year.  
  • Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals. 
  • Other duties and tasks as assigned. 

 

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. 
  • 3-5 years’ experience in a technical support role, preferably in a SaaS or software environment. 
  • Experience in customer service or client-facing roles. 
  • Proven ability to analyze and resolve technical issues quickly and efficiently. 
  • Strong diagnostic skills with a methodical approach to troubleshooting. 
  • Strong attention to detail and organizational skills. 
  • Ability to work under pressure and manage multiple priorities. 
  • Willingness to learn new technologies and software. 
  • Experience working in a collaborative environment, partnering with development and product teams. 
  • Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers. 
  • Proficient PC and technical/software skills. 

 

EEO

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. 

 Email:  recruiting@follettsoftware.com

CCPA Notice for California Residents: https://follettsoftware.com/wp-content/uploads/2024/10/Notice-to-California-Applicants.pdf

 

 

 

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