SOFTWARE SUPPORT SPECIALIST
: Job Details :

Software Support Specialist

Description **Collegis Education** is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit .

The **Software Support Specialist** is responsible for providing technical support to various clients with regards to application related issues. Supported systems and applications include, but are not limited to, the following: Student Information System (SIS), Customer Relationship Management (CRM) System, Student Portal, and related applications. The role involves working closely with multiple departments in a university setting, especially the Financial Aid Department, as well as Collegis internal resources to provide effective and high quality technical support service.

**Primary Responsibilities, Essential Functions and Requirements:**

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

* Provide superior customer support for SIS and CRM systems and other related applications as required

* Communicate with software vendors and act as a liaison in resolving general operational problems and technical issues

* Recommend technical solutions to meet changing business needs

* Support the design, implementation and testing of solutions

* Assist in configuration, setup and conversion of systems

* Organize and prepare system software documentation, procedural documentation and operations instructions to promote efficient utilization of system software

* Respond to inquiries and requests for data information from within the systems for purposes of reporting and troubleshooting

* Serve as a conduit between business groups and IT

* Prioritize workload to accomplish necessary duties on schedule

* Work independently and as part of a team

* Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues

* Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer

* Other duties as assigned

Requirements

* Minimum of 2 years of customer service/application support experience required

* Knowledge of Higher Education practices, especially in the area of Financial Aid processing

* Familiarity with Student Information Systems (e.g. Anthology Student, Banner, etc.) and CRM Systems (e.g. Salesforce CRM)

* Proficient in Microsoft Office Suite

* SQL knowledge preferred

* Solid analytical and troubleshooting skills

* Excellent organizational skills

* Strong verbal and written communication skills

* Ability to effectively present information and respond to questions, inquiries, and/or complaints

* Display courtesy, tact, and respect when working with others

* Proven ability to effectively prioritize and manage tasks and activities

* Ability to work on multiple projects simultaneously

* Ability to work in a fast-paced IT team environment

* Ability to maintain strict confidentiality of student private information

**Education, Certifications and Licensures:**

* Bachelor's degree or equivalent work experience required

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

*Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.*