Global Support Specialist

April 1

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Anthology Careers

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Anthology Careers is a company specializing in onboarding services and HR solutions for businesses. They provide tools and support for processes such as ADP onboarding, Workbright I-9 employment verification, and time and attendance management. The company also offers specific services for Canadian hires, ensuring compliance with various employment laws and regulations. Their platform facilitates the seamless onboarding of new employees while offering assistance through FAQs and live support.

recruiting • careers • matchmaking

2 - 10 employees

👥 HR Tech

🤝 B2B

☁️ SaaS

📋 Description

• 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. • This bilingual role is responsible for supporting the Spanish- and English-speaking customer base, with a focus on Anthology’s LMS, Blackboard. • It’s a solution that’s continuously evolving to meet users’ needs and we’re looking for someone who can play an integral role in the success of the Customer Support team within this specific product line. • Primary responsibilities will include: • Managing the resolution of technical issues for a distinct set of customers. • Troubleshooting complex web applications. • Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments. • Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. • Success criteria are highly focused on the customer satisfaction level. • Collaborating extensively with peers, Anthology Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. • Drafting and reviewing Knowledge Base articles for known issues as well as for frequently recurring issues.

🎯 Requirements

• Exceptional listening, written, and oral communication skills (English and Spanish requirement with Portuguese as a plus) • At least 2 years of experience in a client-facing enterprise product support environment with excellent analytical, problem-solving, and client-handling skills • Experience in a self-directed work environment • Demonstrated ability to research and resolve problems using a variety of resources and tools • Strong knowledge of system and database administration principles • Knowledge of PostgreSQL and MS SQL Server Database including troubleshooting, configuration, maintenance, and tuning • Understanding of Internet application technologies including HTML, CSS, XML, JavaScript, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security • Light experience with multiple computer operating systems like UNIX/Linux and Windows • Light experience configuring multi-node environments that run enterprise-level applications • Knowledge of Struts, Tomcat, and Weblogic • Fluency in written and spoken English at CEF B2 level or above