The Product Support Coordinator role is responsible for providing advanced level customer support and troubleshooting to Anthology clients 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 responsibilities will include:

  • Providing high level support to clients through email (ticketing system) and phone
  • Identifying and organizing incoming client questions or problems by priority and triaging/escalating issues in a timely manner
  • Assisting with Support Specialist workload management by assigning incoming tickets to team members based on skill level and training
  • Documenting client issues, troubleshoot, reproduce, and gather details on reported problems when escalation may be required. Following incident through to resolution
  • Liaising 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
  • Reviewing Tier 2 tickets, providing feedback to Support, creating dev cards, and relaying updates from Development team to Support
  • Communicating with Product Manager to relay important product issues and client concerns/needs to assist in prioritizing board items based on Support and campus impact
  • Liaising with consulting teams as necessary to address client relationship successes, training needs, and issues
  • Providing remote training to clients as necessary
  • Assisting in the completion of client-specific projects or goals
  • Providing input and approval on knowledge base articles. Creating new knowledge base articles depending on products within their purview
  • Assisting in internal technical configuration and client communications
  • Handling Advanced Tech tasks associated with products under purview
  • Maintaining accurate and consistent client relationship management records based on support activities
  • Developing training plans for all products within their purview. Working with the Manager to create and update Planner board for onboarding new team members
  • Providing mentoring to newer team members and taking lead on training peers/colleagues on products
  • Assisting/coaching peers on tickets and responding to product questions
  • Attending product-specific Huddles and sharing important information with colleagues
  • Attending other meetings where product updates or insights are needed/helpful
  • Assisting Support Manager with projects as assigned and providing support to various product teams as necessary

 

The Candidate:

Required skills/qualifications:

  • Two years or more 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 $44,594 – $48,000/year depending upon experience

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