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Customer Support Analyst

2 months ago

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

Overview:

Innovation Works, Inc. is at the forefront of providing advanced analytics and AI-driven solutions tailored for educational institutions. Our mission is to empower schools to achieve their unique goals in enrollment, retention, and student success through innovative technology. We are committed to fostering a collaborative environment where creativity and innovation thrive.

Position Summary:

We are in search of a Technical Support Analyst who will play a crucial role in delivering exceptional support and training to our educational partners. Reporting directly to the Senior Director of Partner Success, this position will focus on managing support inquiries, analyzing platform usage metrics, and developing comprehensive training materials. A strong dedication to enhancing partner experiences is essential, as this role will involve both independent work and collaboration with a team of skilled data professionals.

Key Responsibilities:

  • Drive increased adoption and satisfaction among all partners.
  • Oversee partner support inquiries by:
    • Providing primary technical responses and managing support tickets through a CRM system.
  • Ensure timely resolution of support tickets based on severity levels.
  • Facilitate the escalation of complex support issues to higher-tier support teams.
  • Monitor and report on support ticket metrics to senior management.
  • Develop and implement strategies to enhance platform adoption, including:
    • Updating knowledgebase articles and training content in line with product updates.
  • Assist in product testing and configuration aligned with ongoing improvements.
  • Identify and address gaps in training and adoption resources.
  • Track partner engagement with the platform and create in-application guides and tutorials using third-party applications.
  • Support standardized training through video tutorials and guided webinars.
  • Collaborate with team members by:
    • Escalating support tickets to the appropriate departments.
    • Contributing to feedback loops for product enhancements.
    • Working with Data Curation and Data Science teams to manage platform updates.
  • Assist the Partner Success team with training materials and sessions to enhance user adoption.
  • Act as an advocate for partners, promoting a partner-centric culture within the organization.
  • Identify opportunities for continuous improvement and support special projects as needed.

Qualifications:

  • Bachelor's degree in Information Technology, Business, Analytics, Communications, or a related field.
  • Minimum of 2 years of experience in customer success, customer service, project management, or a related area.
  • Proven ability to deliver ongoing value through technology and analytics products.
  • Detail-oriented with a strong analytical mindset and a commitment to continuous improvement.
  • Ability to work collaboratively as part of a team and independently as a self-starter.
  • Capable of managing multiple priorities in a dynamic environment.
  • Excellent written and verbal communication skills.
  • Proficiency in MS Office, CRM systems, and customer support applications.
  • Experience with programming languages, particularly Python, is preferred.

Travel Requirements: Minimal to no travel required.

Compensation and Benefits: Innovation Works, Inc. offers competitive compensation packages, comprehensive medical/dental/vision benefits, a 401(k) plan, flexible work hours, and a supportive remote work policy.

Equal Opportunity Employment: Innovation Works, Inc. is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.