Anthology Inc

Technical Support Associate I

Anthology Inc

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $59,300 - $60,000 per year

Job Level

JuniorMid-Level

Tech Stack

AWSEC2LinuxSFDCSQL

About the role

  • Provide multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email
  • Document customer issues, reproduce and gather details on reported problems through resolution or escalation to Tier 2
  • Draft, review, and publish product bugs/fixes into Knowledge Base
  • Represent Customer Support in support meetings with product teams and external customers
  • Provide outstanding customer service and represent the voice of the customer
  • Participate in rotating on-call schedule covering nights and weekends for high severity issues
  • Possible variable pay; duties may be reassigned by management

Requirements

  • Any relevant experience in an enterprise-level technical support environment
  • Solid problem-solving skills
  • Ability to work independently
  • Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
  • Familiarity with front end debugging tools (inspector, console, network tool)
  • Familiarity with web technologies such as SaaS, SSO, or APT
  • Some familiarity with relational databases and the ability to read and write basic SQL queries
  • Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
  • Ability to work in a distributed team environment
  • Ability to prioritize and multitask daily work with frequent interruptions
  • Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues
  • US Citizenship required
  • Fluency in written and spoken English Preferred skills/ qualifications:
  • Previous use of Blackboard Learn or similar LMS
  • Industry certification (A+, Linux+, CCNA, etc.)
  • Data networking knowledge to include routers, configuration, and operation
  • Knowledge of CRM ( Salesforce.com)
  • System administration skills (MCSA, RHCSA certification)
  • Familiarity with AWS, console, EC2, RDS
  • ITIL certification