Fast Facts

We are seeking a Technical Support Analyst to provide exceptional support for the Sophia and Workforce Edge Platforms, as well as Salesforce, focusing on customer service and technical issue resolution.

Responsibilities: Key responsibilities include troubleshooting user issues via phone and email, maintaining case documentation, coordinating escalations, and assisting in internal documentation creation.

Skills: Required skills include proficiency with case management tools (Salesforce preferred), strong communication abilities, problem-solving skills, and familiarity with SQL and Windows OS.

Qualifications: Preferred qualifications include a two-year degree or experience in customer support, familiarity with API integrations, and Salesforce certifications, along with proficiency in Spanish.

Location: The job is based in the United States with occasional travel (0-10%).

Compensation: $21 - $32 / Hourly

The Tech Support Analyst will be responsible for providing support to users of the Sophia and Workforce Edge Platforms as well as Salesforce. Duties include providing phone, email, and remote support for production systems, integrations, and resolving issues while maintaining case tracking of these actions. Special emphasis is given to strong customer service and technical skills.

Essential Duties & Responsibilities:

• Provide support to users over the phone, email, and online by identifying and resolving issues associated with the Workforce Edge and Sophia platforms, Salesforce, as well as other applications as they are implemented
• Coordinates issue escalation to other teams and communicates progress and resolution. Documentation and case management of all support requests to detail information on reported requests, troubleshooting, actions taken, follow-up, and resolution. 
• Meets and exceeds team service level metrics with productivity, case management, and quality of service. 
• Keeps apprised of new technology and system updates. 
• Complete special projects or other tasks assigned in the agreed-upon timeframe and goals. 
• Assist in creating and updating documentation for internal end-users, such as knowledge base resources and online tutorials. 
• Assist with team communication and questions. 

Job Skills:

• Proficiency with using case management tools (Salesforce a plus). 
• Must possess excellent oral and written communication skills and place a high degree of importance on developing and maintaining a high quality of service.
• Proven ability to learn new technologyand processes quickly. 
• Ability to solve complex technical issues via phone, email, and online tools. 
• Must possess the ability to prioritize tasks, stay organized, and be flexible to changing priorities. 
• Ability to work on multiple tasks simultaneously, despite frequent interruptions. 
• Consistent, high-level demonstration of integrity and professionalism. 
• Understanding of SQL and the ability to execute read only queries. (preferred)

Work Experience:

• 1+ years of experience with education platforms and provider integrations.
• 2+ years of experience providing customer service and support. 
• 1+ years of experience handling a diverse scope of applications/processes
• 1+ years of experience using and troubleshooting with Windows Operating System, Microsoft Office, Internet Browsers is required
• 2+ years of experience in supporting integrations including API and file based.
• 1+ years of experience working with single sign on technology (SSO)
• Comfortable working with diverse teams.
• Basic understanding of SQL.
• 1+ years of experience with remote management tools in the resolution of technical issues is a plus. 
• 1+ years of experience supporting Salesforce Service Cloud, Sales Cloud preferred

Education: 

• Two-year degree or higher from an accredited institution and/or equivalent work experience 
• Salesforce Admin Certification is a plus
• Spanish Language Proficiency is a plus

Other:

• Must be able to travel 0-10% of the time
• Must be able to lift 25lbs
• Hybrid office setting with Remote and On-Site
• Mobility within the office includes movement from floor to floor
• Travel via plane, car, and metro may be required to perform this job
• Must be able to work more than scheduled hours per week when business needs warrant
• Access information using a computer
• Effectively communicate, both up and down the management chain 
• Effectively cope with stressful situations. Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job
• Other essential functions and marginal job functions are subject to modification

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$21.50 - $32.75 - Hourly

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.