About Ellucian:
Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.
About the Opportunity:
The Product Support Analyst is a critical role in the overall success and experience of Ellucian customers.As a technical resource for Ellucian customers, you will use your troubleshooting skills to solve complex
challenges daily and document those solutions for the benefit of external and internal stakeholders.
As a customer-facing technical analyst, you will contribute to our already-stellar customer satisfaction rating
with a team of senior technical resources to drive the success of our customers.
If you can communicate with technical and non-technical audiences, develop customer concerns to actionable solutions, advocate for our customers' needs, and work independently in a supportive environment, then we look forward to welcoming you to Colleague Action Line Support.
Where you will make an impact
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Provide technical support and expertise to Colleague by Ellucian system users, internal staff, and the support staff of partner companies.
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Perform technical troubleshooting of product-related issues, including performance, interoperability, middleware, and data migrations.
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Document technical infrastructure, problem reports, troubleshooting, and resolution steps for customer-reported issues.
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Actively contribute and continually improve customer and internal knowledge through knowledge base articles, collaboration with team members, and related skills training.
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Coordinate open communication and issue resolution with team members, escalation resources, Ellucian cloud engineering and testing teams, and partner companies.
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Develop customer cases and concerns to improve their understanding, implementation, and use of Ellucian products, services, and features using both written and verbal communication.
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Contribute to the Ellucian Global Support and R&D teams by providing open and honest feedback, supporting your team, and creating an environment of optimism and achievement.
What you will bring
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Experience with complex, enterprise information systems.
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Experience working in a technical analyst capacity and providing enterprise-level support in a professional, technical environment.
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Experience troubleshooting three-tier information systems and API integrations in both Cloud-based operations and on-premise data centers.
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Familiarity with IT Service Management and service desk applications.
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Experience with linux and Windows Operating Systems and database systems.
What makes #Ellucianlife:
- Comprehensive health coverage: family major medical expenses, dental and life insurance.
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Christmas bonus 30 days
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Saving fund
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Monthly food coupon
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15 workdays vacation
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Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
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5 charitable days to support the community that supports us
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Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
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Parental leave
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Employee referral bonuses to encourage the addition of great new people to the team
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We Foster a learning culture with:
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Tuition Reimbursement Assistance
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Professional development opportunities
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