Technical Support Analyst - OTHOT

Innovation Works; Pittsburgh (Allegheny County); Hybrid; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to enhance partner success in higher education. This role involves providing exceptional support, training, and driving product adoption among clients. The ideal candidate will have a strong background in customer success and analytics, with excellent communication skills to foster collaboration. You'll work closely with data professionals to ensure partners achieve their desired outcomes. Join a dynamic team that values innovation and continuous improvement, and be part of a mission to empower educational institutions with cutting-edge solutions.

Benefits

Medical Benefits

Dental Benefits

Vision Benefits

401(k) Plan

Flexible Work Hours

Remote Work Options

Qualifications

• 2+ years of experience in customer success or project management.
• Detail-oriented with strong analytical and communication skills.

Responsibilities

• Drive partner adoption and satisfaction through support and training.
• Manage support inquiries and report metrics to senior leadership.

Skills

Customer Success

Analytical Skills

Communication Skills

Project Management

Detail-oriented

Python Programming

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Business

Bachelor’s degree in Analytics

Bachelor’s degree in Communications

Tools

HubSpot

Pendo

MS Office Suite

Job description

Othot is the leader in artificial intelligence and prescriptive analytics solutions for higher education institutions across the United States. Together, Othot and its partner schools focus on each institution’s specific enrollment, retention, student success, and advancement goals. Othot’s cloud-based solution provides continuous intelligence in real-time and empowers schools to engage each prospective, current, and former student with the right tactic at the right time. Othot is higher intelligence for higher education. Othot employs smart, curious, and adventurous team members. We hire individuals who do their best work in a collaborative environment and have a passion for innovation. We are looking for entrepreneurial-minded people to join our team.

Job Summary:

Othot is seeking a Technical Support Specialist to provide support, training, and drive adoption with our higher education customers. Reporting to the Senior Director of Partner Success, the Technical Support Specialist will be primarily responsible for all support-related inquiries, metric reporting for platform utilization and adoption, and standardizing product training material. A commitment to improving partner experience is paramount and the role will work individually and with a team of expert data professionals to successfully support all partners toward their desired success outcomes.

Duties and Responsibilities:

• Be a driver for increased adoption, satisfaction, and retention across all partners
• Manage partner support inquiries and issues through:
• Providing primary technical response and management of all support tickets through CRM (HubSpot)
• Ensuring closure of all support tickets in an acceptable duration depending upon the severity
• Managing escalation of support tickets to tier 2 and tier 3 support
• Monitoring and reporting all support ticket metrics to senior leadership
• Manage and develop platform adoption tactics such as:
• Updating all knowledgebase articles and content in alignment with ongoing product releases and improvements
• Supporting product testing and configuration in alignment with ongoing product releases and improvements
• Identifying gaps and improvements to current training and adoption content
• Tracking and reporting partner utilization and adoption of the platform, and create and manage in-application guides and tutorials through third party application (Pendo)
• Supporting standardized platform training through video tutorials and webinar guided sessions
• Collaborate with other Othot team members by:
• Escalating support tickets to the appropriate function
• Contributing to partner feedback loops for product improvements and feature enhancements
• Collaborating with the Data Curation and Data Science teams to manage the minor platform configurations and updates
• Supporting the Partner Success team with the training material, content, and sessions to drive user adoption and maturity
• Supporting the Partner Success team with deeper analyses as needed to deliver value for partners
• Acting as an internal advocate for our partners and inspire a partner-centric culture within Othot
• Identify opportunities for continuous improvement and support ad-hoc projects as identified

Qualifications:

• Bachelor’s degree in information technology, business, analytics, communications, or related degree
• 2+ years of customer success, customer service, project management, or relevant experience
• Proven ability to drive continuous value of product(s), preferably with product(s) that include technology and analytics elements
• Detail-oriented and analytical with a demonstrated desire for continuous improvement
• Ability to collaborate as a team player and succeed as a self-starter
• Thrives in a multitasking environment and can manage dynamic priorities
• Excellent written and verbal communication and presentation skills
• Proficiency with MS Office suite, HubSpot, Pendo, or related customer relationship management systems and customer support applications
• Preferred experience in computer programming skills, specifically Python

Travel Requirements: Limited to no travel required

Compensation and Benefits: Othot offers competitive compensation, medical/dental/vision benefits, and a 401(k) plan, and has flexible work hours and a liberal remote work practice.

Othot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.