Product Support Analyst Customer Experience-Mexico Remote

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

The Product Support Analyst is a unique SaaS role designed to manage the customer experience, provide reactive functional support, and ensure best practice adoption via support case interactions.
The Product Support Analyst collaborates within a highly trained and experienced team to provide product support and improve efficiencies through the standardization of processes that Global Support was built upon. The Product Support Analyst aligns cross-divisional resources around implementation projects, diagnoses and resolves functional client issues, identifies critical trends, and participates in queue calibration processes by evaluating and managing incoming case volume.
As the initial contact point for Ellucian’s internal and external customers, the Product Support Analyst   is responsible for the execution of case management activities that ensure maximum resource utilization and quality support delivery.
Where you will make an impact

• Help customers understand products functionality around capabilities and specifications that will advance institutional performance; merge product guidance with business objectives to ensure customers’ desired outcomes are met or exceeded.
• Proactively manage queue of customer support issues; Utilize product knowledge and expertise to own and resolve functional issues, how-to questions, navigation issues, and answer general customer questions.
• Utilize superior customer service skills to respond to clients in a way that is palatable, clear, and concise; adjusting tone and verbiage based on client's needs.
• Work cross functionally with multiple departments to ensure customer needs are met and questions are answered.
  Make initial contact to perform diagnostics; define and isolate the problem and determine the source of error; provide comprehensive case updates with detailed descriptions.
• Utilize Priority levels to ensure high risk issues are brought to the attention of Global Support leadership and appropriate communications are going out to customers throughout the resolution of the high risk/high-priority issues.
• Monitor multiple case tracking systems to guide the progression of client issues; ensuring that clients are receiving timely resolution and closure to their issues.
• Act as an information liaison to ensure cases are escalated as necessary, customers are provided with consistent and meaningful status updates
• Prevent duplicate efforts by analyzing incoming case volume for thematic issues and identifying internal knowledge gaps.

What you will bring

• At least 2 years’ experience in a Level 0-1 customer service capacity.
• Technical awareness: ability to identify critical issues appropriately.
• Experience with Higher Education scholarship software desirable
• Interpersonal communication skills; active listening and customer-care.
• Ability to effectively handle demands from multiple internal/external customers and the pressures from competing priorities.
• Excellent listening skills and the ability to ask probing questions.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers.

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance 
  • Professional development opportunities
  • LinkedIn Learning

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