Associate Technical Support I

Associate Technical Support I

Remote - United States

The Opportunity:  

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.  

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company. 

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Our Customer Support team has a proven track record of delivering high quality technical support to our customer base. As Associate Technical Support I on our Tier 1 team, you will be responsible for providing multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email. 

Specific responsibilities will include:

• Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2 
• Drafting, reviewing, and publishing product bugs/fixes into our Knowledge Base 
• Representing the Customer Support department in various support meetings or reviews with both internal product teams as well as external customers
• Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved 

The Candidate:

Required skills/qualifications:

• Any relevant experience in an enterprise-level technical support environment 
• Solid problem-solving skills  
• Ability to work independently
• Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients 
• Familiarity with front end debugging tools (inspector, console, network tool)
• Familiarity with web technologies such as SaaS, SSO, or APT
• Some familiarity with relational databases and the ability to read and write basic SQL queries
• Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
• Ability to work in a distributed team environment
• Ability to prioritize and multitask daily work with frequent interruptions
• Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues
• US Citizenship required 
• Fluency in written and spoken English

Preferred skills/qualifications:

• Previous use of Blackboard Learn or similar LMS 
• Industry certification (A+, Linux+, CCNA, etc.)  
• Data networking knowledge to include routers, configuration, and operation  
• Knowledge of CRM (Salesforce.com) 
• System administration skills (MCSA, RHCSA certification)
• Familiarity with AWS, console, EC2, RDS ITIL certification

While the full salary range for this role is $59,300-$89,000, the expected hiring range for this opening is $59,300 –$60,000, depending on experience and budget availability. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the