Campus Management Support Analyst I in Boca Raton, United States

A Support Analyst I is responsible for supporting the Campus Management customer base with any 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.

The Support Analyst I is responsible for providing Level 1 application support for Campus Management software, including:

  • Incident creation, routing, tracking, updating, escalation, resolution and completion in a professional and timely manner.

  • Maintaining basic knowledge of current versions of the company’s proprietary applications such as CampusVue Student, Talisma CRM, Talisma Fundraising, etc.

  • Quickly establishing rapport, gaining and maintaining credibility with diverse audiences.

  • Following established guidelines and industry best practices to resolve customer issues.

  • Providing prompt and consistent follow-up on all unresolved issues and recording all actions in the approved help desk system.

  • Escalating issues to Senior Support Analysts and Management as appropriate.

  • Bachelor's degree or equivalent work experience required.

  • Minimum of 2 years of customer service/application support experience required.

  • Demonstrates proficiency in SQL and Crystal Reports; can create and troubleshoot SQL views, stored procedures and functions at basic levels.

  • Basic understanding of data structures and the ability to identify recurring patterns.

  • Solid analytical and troubleshooting skills.

  • Strong verbal and written communication skills.

  • Ability to work closely with other team members.

  • Must be comfortable using a variety of tools and techniques, including: phone, chat and e-mail.

  • Desire to learn both the technical and business aspects of the Higher Education and Not-for-Profit sectors.

  • Proficient in Microsoft Office Suite.

  • Basic knowledge of Campus Management Corporation’s business practices, products and services preferred.

  • Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, etc.) preferred.

  • Bilingual – English, Portuguese/English, Spanish preferred

  • Bachelor's degree or equivalent work experience required.

  • Minimum of 2 years of customer service/application support experience required.

  • Demonstrates proficiency in SQL and Crystal Reports; can create and troubleshoot SQL views, stored procedures and functions at basic levels.

  • Basic understanding of data structures and the ability to identify recurring patterns.

  • Solid analytical and troubleshooting skills.

  • Strong verbal and written communication skills.

  • Ability to work closely with other team members.

  • Must be comfortable using a variety of tools and techniques, including: phone, chat and e-mail.

  • Desire to learn both the technical and business aspects of the Higher Education and Not-for-Profit sectors.

  • Proficient in Microsoft Office Suite.

  • Basic knowledge of Campus Management Corporation’s business practices, products and services preferred.

  • Industry certifications (i.e. TSIA, HDI, CompTIA, Service Strategies, etc.) preferred.

  • Bilingual – English, Portuguese/English, Spanish preferred