Bilingual Global Support Specialist
hace 6 días
Support Analyst
Remote - Colombia
*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*
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.
A Bilingual Support Analyst is responsible for supporting the Spanish
The Bilingual Support Analyst is responsible for providing client facing written and oral support for Anthology software. Primary responsibilities will include:
- Using a customer-centric mindset for all designated customers
- Incident creation, routing, tracking, updating, escalation, resolution and completion in a professional and timely manner
- Quickly establishing rapport, gaining and maintaining credibility with diverse audiences
- Following established guidelines and industry best practices to resolve customer issues
- Providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system, ServiceDesk
- Escalating issues to Senior Support Analysts, Technical Support Engineers, and management as appropriate
Required skills/qualifications:
- Bachelor’s Degree or equivalent work experience
- 0-2 years of customer service experience
- Solid analytical and troubleshooting skills
- Strong oral and written communication skills
- Ability to work closely with other team members
- Desire to learn both the technical and business aspects of the Higher Education and Not-for-Profit sectors
- Proficient in Microsoft Office Suite
- Fluency in written and spoken English at CEF B2 level or above
Preferred skills/qualifications:
- 2-4 years working in a corporate environment supporting a product or Software as a Service (SaaS)
- Technical proficiency with software products
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
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