Product Support Coordinator (Finance)
Product Support Coordinator
Remote - United States
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.
Anthology's Campus Effectiveness Support t eam works directly with Administrators, Faculty, Staff and Students at client institutions across the globe. We support c ustomer use of Anthology software products that facilitate student engagement and event management, surveys, course evaluations, assessment and ePortfolios , skill verification and badging, student retention, and programmatic and campus-wide data analysis, decision-making, improvement, and accountability .
The Product Support Coordinator role is responsible for providing advanced level customer support and troubleshooting to Anthology c ustomers through email (cases), phone, and live chat for the products under their purview. They serve as a liaison and contact point between the Product, Development, Adoption, Professional Services and Support. They develop learning plans, deliver training, and provide mentoring to newer team members. They may also be responsible for other support-related tasks, as assigned .
Primary r esponsibilities will include :
- Provid ing high level support to c ustomers through email (ticketing system) and phone
- Identify ing and organiz ing incoming c ustomer questions or problems by priority and triag ing /escalat ing issues in a timely manner
- Assist ing with Support Specialist workload management by assigning incoming tickets to team members based on skill level and training
- Document ing c ustomer issues, troubleshoot, reproduce, and gather details on reported problems when escalation may be required . Follow ing incident through to resolution
- Liais ing with Product and Development teams to ensure advanced issues are resolved, including internal and external communication and urgent decision-making related to Severity 1 issues/ outages
- Review ing Tier 2 tickets, provid ing feedback to Support, creat ing dev cards, and relay ing updates from Development team to Support
- Communicat ing with Product Manager to relay important product issues and c ustomer concerns/needs to assist in prioritizing board items based on Support and campus impact
- Liais ing with consulting teams as necessary to address c ustomer relationship successes, training needs, and issues
- Provid ing remote training to c ustomers as necessary
- Assist ing in the completion of c ustomer -specific projects or goals
- Provid ing input and approval on knowledge base articles. C reat ing new knowledge base articles depending on products within their purview
- Assist ing in internal technical configuration and c ustomer communications
- Handl ing Advanced Tech tasks associated with products under purview
- Maintain ing accurate and consistent c ustomer relationship management records based on support activities
- Develop ing training plans for all products within their purview. Work ing with the Manager to create and update Planner board for onboarding new team members
- Provid ing mentoring to newer team members and tak ing lead on training peers/colleagues on products
- Assist ing /coach ing peers on tickets and respond ing to product questions
- Attend ing product-specific Huddles and shar ing important information with colleagues
- Attend ing other meetings where product updates or insights are needed/ helpful
- Assist ing Support Manager with projects as assigned and provid ing support to various product teams as necessary
The Candidate:
Required skills/qualifications:
- At least 2 years of experience in a similar role may be considered in lieu of a degree
- 3 years of experience in a customer service role
- 2 years of experience in a technical support role
- Experience working with Anthology products
- Experience training or mentoring colleagues and/or customers
- Experience working with Product/Development teams
- Optimism, warmth, and a love for making customers happy
- Strong communication skills
- Strong interpersonal skills
- Excellent organization skills
- Problem - solving skills
- Confidence to work with customers on a consultative basis
- Multi-tasker with high attention to detail
- Ability to seamlessly move between a team environment and independent work
- Tech - savvy
- Familiarity with spreadsheets and other office productivity applications
- Ability to understand and assist high-level university administrators and faculty
- Fluency in written and spoken English
Preferred skills/qualifications:
- College degree
Pay range is $46,000 - $49,000/year depending upon experience. 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.
