Global Support Specialist

Global Support Specialist

Remote – United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

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

The Global Support Specialist is responsible for supporting the Anthology customer base with product-related issues for our Finance and HR product, which is built on the Microsoft Dynamics Finance application. This role involves working closely with other analysts and departments to provide effective and high-quality technical support services. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of customer success.

The Global Support Specialist is responsible for providing application support for Anthology software as well as Microsoft Dynamics expertise.

Primary responsibilities will include:

• Account ownership and customer-centric mindset for all designated/assigned customers
• Following established guidelines, department SOP, and industry best practices to resolve customer issues
• Providing problem resolution for end-users, including research on various data and reporting issues, and collaborating to gain input on potential solutions
• Providing training and best practices, and keeping users well informed on the proper use of Microsoft Dynamics Finance and HR
• Maintaining extensive knowledge of current versions of the company’s proprietary applications such as Anthology Finance HR and HR.
• Recommending functional configurations and proposing business solutions where appropriate
• Evaluating upcoming releases and recommending installation of beneficial upgrades
• Effectively and professionally communicating updates to the customer by providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system
• Building and maintaining knowledge of the database structure, configuration files, integrations, and business flows to assist with issue investigation and resolution
• Escalating issues to management as appropriate
• Following established guidelines and industry best practices to resolve customer issues
• Assisting with the creation of Customer Services documentation, including Knowledge Base articles
• Building and maintaining knowledge of the configurations, integrations, and business flows to assist with issue investigation and resolution
• Serving as a coach and mentor to designated Customer Services team members
• Achieving and exceeding established department and company KPIs and goals

The Candidate: 

Required skills/qualifications: 

• 1-2 years of customer service experience
• Solid analytical and troubleshooting skills
• Solid understanding of data structures and the ability to identify recurring patterns
• Ability to work with moderate supervision on escalated issues and prioritize, investigate, and resolve them with minimal guidance from others
• Experience working with customers and maintaining good customer relationships
• Ability to quickly establish rapport and to gain and maintain credibility with diverse audiences
• Solid oral and written communication skills and ability to communicate at all levels of the company
• Ability to communicate complex technical issues to both technical and non-technical users in a professional and understandable mann