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Client Services Solution Architect
Confirmed live in the last 24 hours
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Requirements
  • Deep working knowledge of Anthology's organization, products, and services or understanding of higher education systems
  • Ability to complete advanced scripting tasks in SQL, SSRS, and Crystal Reports for data analysis/troubleshooting purposes, including writing complex ad-hoc queries and creating/troubleshooting SQL views, stored procedures, and functions
  • Advanced troubleshooting, problem-solving, and analytical skills
  • Ability to effectively manage multiple assignments with a sense of urgency, structure, and attention to detail
  • Ability to identify opportunities for process improvement and make constructive suggestions for change
  • Ability to work both independently and as part of a team and communicate at all levels of the company
  • Ability to partner with other departments when necessary to ensure that cases are resolved in an efficient and timely manner
  • Demonstrated ability and willingness to mentor other staff members and deliver product/process training as needed
  • Proficient in Microsoft Office Suite
  • Bachelor's degree or equivalent work experience
  • 10+ years of customer service experience and/or working knowledge of the Anthology enterprise software suite
  • Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, etc.)
  • Bilingual - English and Portuguese or English and Spanish
Responsibilities
  • Investigating and resolving reported application issues, tasks, and escalations
  • Following established guidelines and industry best practices to resolve customer issues
  • Providing training, mentorship, and best practices to Analysts, Senior Analysts, and Technical Leads
  • Creating tools to assist in increasing productivity and troubleshooting incidents
  • Effectively communicating timely and consistent updates to both internal and external customers
  • Establishing rapport, gaining, and maintaining credibility with diverse audiences
  • Approving and/or creating Client Services documentation, including Knowledge Base articles
  • Assisting with/participating in Anthology's annual user conference, Anthology Together
  • Building and maintaining knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution
  • Providing input on workflows, process improvements, and ongoing trainings
  • Escalating issues to management as appropriate
  • Working with cross-functional managers within the company to develop feedback mechanisms for problems, causes, and resolutions
  • Acting as department liaison responsible for collaboration and customer satisfaction initiatives with other departments including Development, Product Management, Professional Services, and Hosting
  • Delegating tasks and responsibilities to appropriate personnel
  • Providing oversight on and execution of projects, department related duties, and customer deliverables as assigned
Blackboard

201-500 employees

Global educational technology solution
Company Overview
Blackboard's mission is to advance learning with the world's education community, so that all learners, educators and institutions can realize their goals today and prepare for tomorrow.