29 days old

Support Analyst II

Campus Management
Boca Raton, FL 33431
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  • Job Code
    112255391
Campus Management

A Client Services Analyst II is responsible for supporting the Campus Management customer base with any tier 2 application related issues. The role involves working closely with other analysts and departments in order to provide effective and high-quality technical support service. The Client Services department consists of various specialized teams with a wide range of functions and responsibilities dependent upon the software application. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of supporting our customers.

Essential Job Responsibilities

The Client Services Support Analyst II is responsible for providing Level 2 application support for CMC software, including:

  • Account ownership and customer-centric mindset for all designated/assigned customers.
  • Investigating and resolving reported application issues.
  • Providing basic training and best practices.
  • Effectively communicating updates to the customer by providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system.
  • Building and maintaining knowledge of the database structure, configuration files, integrations and business flows to assist with issue investigation and resolution.
  • Escalating issues to management as appropriate.
  • Following established guidelines and industry best practices to resolve customer issues.
  • Assisting with the creation of Client Services documentation, including knowledgebase articles.
  • Serving as a coach and mentor to Level I Analysts.
  • Extensive knowledge of Campus Management Corporation’s business practices, products and services, including how schools report to different educational entities to meet compliance for financial aid, academic records, housing, placement statistics, scholarships, etc.
  • Demonstrates proficiency in SQL and Crystal Reports.Can create and troubleshoot SQL views, stored procedures, and functions at intermediate levels.Can effectively utilize SQL profiler to identify root cause.
  • Must demonstrate an understanding of basic accounting fundamentals (i.e. balancing ledger cards, releasing to ledgers, payment plans, account reconciliations) to help users reconcile their reports and identify discrepancies in reporting practices.
  • Solid analytical and troubleshooting skills.
  • Solid understanding of data structures and the ability to identify recurring patterns. DBA certification a plus.
  • Follows established guidelines and industry best practices to resolve customer issues.
  • Ability to work with moderate supervision on escalated issues and can prioritize, investigate and resolve them with minimal guidance from others.
  • Experience working with customers and maintaining good customer relationships.
  • Ability to quickly establish rapport, gain and maintain credibility with diverse audiences.
  • Possesses solid verbal and written communication skills and can communicate at all levels of the company.
  • Can communicate complex technical issues to both technical and non-technical users in a professional and understandable manner.
  • Serves as a coach and mentor to Level I Analysts.
  • Proficient in Microsoft Office Suite.
  • Bachelor's degree or equivalent work experience required.
  • 2 - 4 years of customer service experience.
  • Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, MCSD, etc.) preferred.
  • Bilingual – English, Portuguese / English, Spanish
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

PI112255391

Campus Management<p><span style="color: #262626;">A <strong>Client Services Analyst II</strong> is responsible for supporting the Campus Management customer base with any tier 2 application related issues. The role involves working closely with other analysts and departments in order to provide effective and high-quality technical support service. The Client Services department consists of various specialized teams with a wide range of functions and responsibilities dependent upon the software application. The right candidate for this role has a passion for customer service and embraces a customer-centric attitude in all aspects of supporting our customers. </span></p> <p><span style="color: #262626;"> </span></p> <p><span style="color: #262626; text-decoration: underline;"><strong>Essential Job Responsibilities</strong></span></p> <p class="Details">The Client Services Support Analyst II is responsible for providing Level 2 application support for CMC software, including:</p> <ul style="list-style-type: disc;"> <li>Account ownership and customer-centric mindset for all designated/assigned customers.</li> <li>Investigating and resolving reported application issues.</li> <li>Providing basic training and best practices.</li> <li>Effectively communicating updates to the <span style="color: black;">customer by providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system.</span></li> <li>Building and maintaining knowledge of the database structure, configuration files, integrations and business flows to assist with issue investigation and resolution.</li> <li>Escalating issues to management as appropriate.</li> <li>Following established guidelines and industry best practices to resolve customer issues.</li> <li>Assisting with the creation of Client Services documentation, including knowledgebase articles.</li> <li>Serving as a coach and mentor to Level I Analysts.</li> </ul> <ul style="list-style-type: disc;"> <li>Extensive knowledge of Campus Management Corporations business practices, products and services, including <span style="color: black;">how schools report to different educational entities to meet compliance for financial aid, academic records, housing, placement statistics, scholarships, etc.</span></li> <li>Demonstrates proficiency in SQL and Crystal Reports.Can create and troubleshoot SQL views, stored procedures, and functions at intermediate levels.Can effectively utilize SQL profiler to identify root cause.</li> <li>Must demonstrate an understanding of basic accounting fundamentals (i.e. balancing ledger cards, releasing to ledgers, payment plans, account reconciliations) to help users reconcile their reports and identify discrepancies in reporting practices.</li> <li>Solid analytical and troubleshooting skills.</li> <li>Solid understanding of data structures and the ability to identify recurring patterns. DBA certification a plus.</li> <li>Follows established guidelines and industry best practices to resolve customer issues.</li> <li>Ability to work with moderate supervision on escalated issues and can prioritize, investigate and resolve them with minimal guidance from others.</li> <li>Experience working with customers and maintaining good customer relationships.</li> <li>Ability to quickly establish rapport, gain and maintain credibility with diverse audiences.</li> <li>Possesses solid verbal and written communication skills and can communicate at all levels of the company.</li> <li>Can communicate complex technical issues to both technical and non-technical users in a professional and understandable manner.</li> <li>Serves as a coach and mentor to Level I Analysts.</li> <li>Proficient in Microsoft Office Suite.</li> <li><span>Bachelor's degree or equivalent work experience required.</span></li> <li>2 - 4 years of customer service experience.</li> <li>Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, MCSD, etc.) preferred.</li> <li>Bilingual English, Portuguese / English, Spanish</li> </ul>All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status. <img src="https://analytics.click2apply.net/v/ygbXWJSrBgjlikAdFGMNd"> <p>PI112255391</p>
Posted: 2019-07-24 Expires: 2019-08-25

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Support Analyst II

Campus Management
Boca Raton, FL 33431

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