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.
* 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
* 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
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