Technical Support Analyst - Aspen Tier 1 Follett
Mchenry, IL

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

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* 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