Support Analyst Tier II
RuffaloCODY - Atlanta, GA

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RuffaloCODY’s Enrollment Management Division provides strategic partnership for college and university admission offices. We assist our clients by utilizing targeting tools and implementing multi-channel campaigns to help recruit students and achieve their enrollment goals. Our services continually evolve to provide the greatest impact at each stage of the recruitment cycle. RuffaloCODY seeks to exceed client expectations and share in the satisfaction of achieving client goals. The Enrollment Technology Tier II Support Analyst will analyze, troubleshoot and resolve complex issues arising from internal/external users of Enrollment Manager and other products and services within Enrollment Technology. Support involves advanced data analysis and manipulation and application configuration including support of web/browser based applications. Requires use of discretion to effect timely solution of problems in order to ensure customer satisfaction and eliminate downtime for clients.

REPORTING RELATIONSHIPS :
Reports to: Director of Client Technical Support

Supervises: N/A

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

Serve as an escalation point providing technical assistance to client base

Respond to user requests for service and determine nature of support needed

Resolve software problems for clients via telephone, email, chat, and web sessions

Investigate error messages and provide guidance to clients and internal users

Configure, maintain and answer inquiries regarding computer software and hardware operations

Maintain record of daily data communication transactions, problems and remedial actions taken, and installation activities

Utilize and write documentation through tools provided in the Knowledge Base and other resources

Prioritize cases for quick resolution and/or escalation to Development

Record all daily data communications, using internals systems (Microsoft Dynamics CRM)

Research technical issues and problems using all available resources including other staff, Knowledge Base, documentation, and Internet where appropriate

Perform advanced SQL querying and data manipulation tasks

Supervise, mentor, and train Tier I support analysts

Function as a liaison between Client Support and other related departments, such as Product Development

QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:

Required:
Associate’s Degree in Computer Science, MIS, other technical or equivalent experience

Proficient in Microsoft Word, Excel, and PowerPoint

Advanced knowledge of CRM-related software systems

1-2 years of previous technical support experience

SQL Knowledge and proficiency

Strong communication, interpersonal and leadership skills

Ability to troubleshoot and deliver solutions on aggressive timelines

Infrequent light physical effort required

Must be able to work in an environment where the noise level is moderate

Preferred:
Bachelor’s degree in Computer Science, MIS or other technical field

Experience working in Enrollment Management or Admissions

Experience providing technical support for Microsoft Dynamics CRM or other CRM solutions

RuffaloCODY - 2 years ago - save job