SaaS Product Support Analyst (Higher Ed)

Ellucian; México; Presencial; MXN 260.000 - 380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Christmas bonus

Saving fund

Food coupon

Vacation days

Thrive Flex Program

charitable days

Diversity programs

Parental leave

Referral bonuses

Tuition reimbursement

Professional development

LinkedIn Learning

Descripción de la vacante

Ellucian is seeking a Product Support Analyst in Mexico to manage the customer experience, provide reactive functional support, and promote best practices. You will align cross-divisional resources on implementation projects, diagnose functional issues, and manage incoming case volume to ensure quality support delivery.

You will be the initial contact point for internal and external customers, executing case management activities to optimize resource use and service quality.

Formación

• 2+ years’ experience in a Level 0-1 customer service capacity.
• Technical awareness: ability to identify critical issues appropriately.
• Experience with Higher Education scholarship software desirable.
• Interpersonal communication skills; active listening and customer-care.
• Ability to effectively handle demands from multiple internal/external customers and the pressures from competing priorities.
• Excellent listening skills and the ability to ask probing questions.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers.

Responsabilidades

• Help customers understand products functionality around capabilities and specifications that will advance institutional performance; merge product guidance with business objectives to ensure customers’ desired outcomes are met or exceeded.
• Proactively manage queue of customer support issues; Utilize product knowledge and expertise to own and resolve functional issues, how-to questions, navigation issues, and answer general customer questions.
• Utilize superior customer service skills to respond to clients in a way that is palatable, clear, and concise; adjusting tone and verbiage based on client's needs.
• Work cross functionally with multiple departments to ensure customer needs are met and questions are answered. Make initial contact to perform diagnostics; define and isolate the problem and determine the source of error; provide comprehensive case updates with detailed descriptions.
• Utilize Priority levels to ensure high risk issues are brought to the attention of Global Support leadership and appropriate communications are going out to customers throughout the resolution of the high risk/high-priority issues.
• Monitor multiple case tracking systems to guide the progression of client issues; ensuring that clients are receiving timely resolution and closure to their issues.
• Act as an information liaison to ensure cases are escalated as necessary, customers are provided with consistent and meaningful status updates
• Prevent duplicate efforts by analyzing incoming case volume for thematic issues and identifying internal knowledge gaps.

Conocimientos

Customer service

Technical awareness

Interpersonal communication

Active listening

Multitasking

Professional attitude

Herramientas

Higher Education scholarship software

Descripción del empleo

Ellucian is seeking a Product Support Analyst in Mexico to manage the customer experience, provide reactive functional support, and promote best practices. You will align cross-divisional resources on implementation projects, diagnose functional issues, and manage incoming case volume to ensure quality support delivery.

You will be the initial contact point for internal and external customers, executing case management activities to optimize resource use and service quality.