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Technical Support Specialist

2 months ago

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

Overview:

Innovation Works, Inc. is at the forefront of providing cutting-edge solutions in artificial intelligence and prescriptive analytics tailored for educational institutions across the nation. Our mission is to assist partner schools in achieving their unique objectives related to enrollment, retention, student success, and advancement. Our cloud-based platform delivers real-time insights, enabling schools to engage effectively with prospective, current, and former students at the right moment. We pride ourselves on fostering a culture of curiosity, collaboration, and innovation, seeking individuals who thrive in a team-oriented environment.

Job Summary:

We are in search of a Technical Support Specialist who will be responsible for delivering exceptional support and training to our higher education clients. Reporting directly to the Senior Director of Partner Success, this role will handle all support-related inquiries, track platform utilization metrics, and standardize training materials. A strong commitment to enhancing partner experiences is essential, and the Specialist will work both independently and collaboratively with a team of data professionals to ensure our partners achieve their desired outcomes.

Duties and Responsibilities:

  • Drive increased adoption, satisfaction, and retention among all partners.
  • Manage partner support inquiries and issues by:
    • Providing primary technical responses and overseeing all support tickets through our CRM.
  • Ensuring timely resolution of support tickets based on severity.
  • Escalating complex support tickets to higher-tier support as necessary.
  • Monitoring and reporting support ticket metrics to senior leadership.
  • Developing and managing platform adoption strategies, including:
    • Updating knowledgebase articles and content in line with product updates.
  • Supporting product testing and configuration aligned with ongoing enhancements.
  • Identifying gaps in current training materials and suggesting improvements.
  • Tracking partner utilization and adoption of the platform, creating guides and tutorials through third-party applications.
  • Facilitating standardized training through video tutorials and guided webinars.
  • Collaborating with team members by:
    • Escalating support tickets to the appropriate teams.
    • Contributing to feedback loops for product enhancements.
    • Working with Data Curation and Data Science teams to manage platform updates.
    • Assisting the Partner Success team with training materials and sessions to enhance user adoption.
    • Providing deeper analyses as needed to deliver value to partners.
    • Acting as an advocate for our partners and promoting a partner-centric culture.
    • Identifying opportunities for continuous improvement and supporting ad-hoc projects as needed.

Qualifications:

  • Bachelor's degree in information technology, business, analytics, communications, or a related field.
  • Minimum of 2 years in customer success, customer service, project management, or a relevant role.
  • Proven ability to deliver continuous value from products, particularly those involving technology and analytics.
  • Detail-oriented and analytical with a strong desire for ongoing improvement.
  • Ability to work collaboratively as a team player and excel as a self-starter.
  • Capable of thriving in a multitasking environment and managing dynamic priorities.
  • Excellent written and verbal communication skills.
  • Proficiency in MS Office, CRM systems, and customer support applications.
  • Preferred experience in programming, particularly with Python.

Travel Requirements: Minimal to no travel required.

Compensation and Benefits: Innovation Works, Inc. offers competitive compensation, 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.