Hybrid Associate Product Support Analyst Associate Product Support Analyst with verification

Unlock Learning For AllHere at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.About The OpportunityThe Product Support Analyst is a critical role in the overall success and experience of Ellucian customers.As a technical resource for Ellucian customers, you will use your troubleshooting skills to solve complex challenges daily and document those solutions for the benefit of external and internal stakeholders.As a customer-facing technical analyst, you will contribute to our already-stellar customer satisfaction rating with a team of senior technical resources to drive the success of our customers.If you can communicate with technical and non-technical audiences, develop customer concerns to actionable solutions, advocate for our customers' needs, and work independently in a supportive environment, then we look forward to welcoming you to Colleague Action Line Support.Where you will make an impact

• Provide technical support and expertise to Colleague by Ellucian system users, internal staff, and the support staff of partner companies.
• Perform technical troubleshooting of product-related issues, including performance, interoperability, middleware, and data migrations.
• Document technical infrastructure, problem reports, troubleshooting, and resolution steps for customer-reported issues.
• Actively contribute and continually improve customer and internal knowledge through knowledge base articles, collaboration with team members, and related skills training.
• Coordinate open communication and issue resolution with team members, escalation resources, Ellucian cloud engineering and testing teams, and partner companies.
• Develop customer cases and concerns to improve their understanding, implementation, and use of Ellucian products, services, and features using both written and verbal communication.
• Contribute to the Ellucian Global Support and R&D teams by providing open and honest feedback, supporting your team, and creating an environment of optimism and achievement.