Support Analyst for Technical Solutions

2 weeks ago


Pittsburgh, Pennsylvania, United States Innovation Works, Inc. Full time
Job Description

Overview:

Innovation Works, Inc. is at the forefront of delivering cutting-edge technology solutions tailored for educational institutions. Our mission is to empower schools to achieve their unique goals in enrollment, retention, and student success through advanced analytics and intelligent systems. We pride ourselves on fostering a collaborative environment where innovative minds can thrive.

Job Summary:

We are in search of a Technical Support Analyst to enhance our customer experience by providing exceptional support and training to our educational partners. Reporting directly to the Senior Director of Partner Success, this role will focus on managing support inquiries, tracking platform usage metrics, and refining training materials to ensure our partners achieve their desired outcomes.

Duties and Responsibilities:

  • Drive partner satisfaction and retention through effective support strategies.
  • Oversee partner support requests by:
    • Delivering primary technical assistance and managing support tickets through our CRM system.
  • Ensure timely resolution of support tickets based on urgency.
  • Facilitate the escalation of complex issues to higher-tier support teams.
  • Monitor and report on support ticket metrics to leadership.
  • Develop and implement strategies to enhance platform adoption, including:
    • Updating knowledgebase articles in line with product enhancements.
  • Assist in product testing and configuration aligned with ongoing improvements.
  • Identify areas for enhancement in training and adoption materials.
  • Track and report on partner engagement with the platform, creating guides and tutorials as needed.
  • Support standardized training initiatives through video content and webinars.
  • Collaborate with team members by:
    • Escalating support tickets to the appropriate departments.
    • Contributing to feedback loops for product development.
    • Working with data teams to manage platform updates.
  • Assist the Partner Success team with training materials and sessions to boost user engagement.
  • Act as an advocate for our partners, promoting a culture centered around their needs.
  • Identify opportunities for ongoing improvement and support special projects as necessary.

Qualifications:

  • Bachelor's degree in IT, business, analytics, communications, or a related field.
  • Minimum of 2 years in customer success, service, or project management roles.
  • Proven ability to deliver ongoing value through technology and analytics.
  • Detail-oriented with a strong focus on continuous improvement.
  • Ability to work collaboratively and independently.
  • Skilled in managing multiple priorities in a dynamic environment.
  • Excellent communication and presentation skills.
  • Proficient in MS Office, CRM systems, and customer support applications.
  • Experience with programming, particularly in Python, is preferred.

Travel Requirements: Minimal travel required.

Compensation and Benefits: Innovation Works, Inc. offers competitive salaries, comprehensive health benefits, a 401(k) plan, flexible working hours, and a supportive remote work policy.

Equal Opportunity Employment: Innovation Works, Inc. is committed to providing equal employment opportunities and prohibits discrimination of any kind.



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