The Software Support Analyst is responsible for providing exceptional customer service. The associate will use his/her abilities and expertise in resolving client problems and communicate the appropriate resolution to the client. Service should be provided in an accurate, timely and professional manner. This position requires expertise in multiple areas of a specific product line, ability to operate on a task level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Act as liaison for the client in issues with the Jenzabar SONIS product in areas of the Student centric modules (Registration, Student Life, Admissions, and Advising with a desire to learn additional modules).
Research and troubleshoot client reported issues with the SONIS Jenzabar product in areas of assigned responsibility in order to provide the client with a solution in a timely, professional manner.
Document issues and solutions in a complete, concise manner for use in internal/external knowledge base.
Attend training/meetings on new features/enhancements to the SONIS Jenzabar product to maintain high level of product knowledge in areas of assigned responsibility.
Continually increase product knowledge by reviewing documentation; knowledge base entries and hands-on experimentation in areas of responsibility.
Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. to accomplish departmental, divisional and corporate goals as needed.
Understanding of Higher Education and the flow of a student’s affairs helpful
Complete other duties as assigned by respective Manager of EX Support.
EDUCATION AND/OR EXPERIENCE:
Education: BS, BA Degree in Business or a related field; or equivalent experience
in an application support position.
Experience Level: 1-3 years