Job Directory Follett Technical Support Analyst - Aspen Tier 1
Follett

Technical Support Analyst - Aspen Tier 1 Follett
Mchenry, IL

For more than 140 years, we have been making it easier for schools to run, teachers to teach, students to learn and fans to celebrate.

Companies like Follett
are looking for tech talent like you.

On Hired, employers apply to you with up-front salaries.
Sign up to start matching for free.

About Follett

Job Description

Follett works with educators around the globe with one primary focus - building world class school library, technology and classroom solutions.

Follett's Technical Support Analyst provides assistance to Follett's customers, answering complex questions on function and usage of Aspen Student Information System.

Specific Responsibilities:

* Resolves complex customer questions and issues across multiple channels in the areas of system configuration/setup, product functionality and general usage.
* Handles technical escalations from other support areas
* Manages open tickets/escalations daily
* Follows up with customers as appropriate on open issues
* Escalates issues as necessary to other support areas, particularly Tier 3
* Documents resolution processes for escalated issues and serves as a resource for other support areas. Provides technical training to associates as needed/appropriate. Identifies and pursues opportunities for mentoring and knowledge sharing

#LI-BH1

* Associate's degree (or equivalent)
* Four or more years of technical support experience, call center preferred
* General understanding of firewall and network configuration
* Knowledge of XML
* Intermediate to strong knowledge of SQL: configuration and troubleshooting
* Strong interpersonal communication skills
* Proven ability to support customers with varying levels of technical knowledge/expertise over the phone and/or in writing
* Ability to prioritize workload based on severity of issues
* Must work well independently or in a team environment

About Follett

For more than 140 years, we have been making it easier for schools to run, teachers to teach, students to learn and fans to celebrate.

Headquarters
Size
6011 employees
Follett

3 Westbrook Corporate Center #200

Let your dream job find you.

Sign up to start matching with top companies. It’s fast and free.