
Higher Education Technical Support Analyst
7 days ago
We're seeking a highly motivated and detail-oriented Technical Support Analyst to join our team at Stellic. As a key member of our support organization, you'll be responsible for delivering exceptional customer experiences and driving process improvements.
About the TeamOur support team is dedicated to providing timely and effective solutions to our customers' technical issues. We're a collaborative and dynamic group that values open communication, empathy, and continuous learning.
Your key responsibilities will include:
- Handling incoming support tickets and escalating complex issues to senior support staff
- Providing high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
- Collaborating with Technical Writers to develop comprehensive documentation and knowledge bases
- Identifying and addressing customer pain points through data analysis and feedback
- Participating in regular team meetings and contributing to process improvements
To succeed in this role, you'll need:
- A strong background in customer service (2+ years preferred)
- Experience working in education technology or related fields
- Excellent communication and problem-solving skills
- Ability to multitask and prioritize tasks effectively
- Strong analytical and critical thinking skills
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