Technical Support Analyst - OTHOT

Innovation Works-posted 4 months ago
Full-time • Entry Level
Remote • Pittsburgh, PA
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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Othot is seeking a Technical Support Specialist to provide support, training, and drive adoption with our higher education customers. Reporting to the Senior Director of Partner Success, the Technical Support Specialist will be primarily responsible for all support-related inquiries, metric reporting for platform utilization and adoption, and standardizing product training material. A commitment to improving partner experience is paramount and the role will work individually and with a team of expert data professionals to successfully support all partners toward their desired success outcomes.

  • Be a driver for increased adoption, satisfaction, and retention across all partners
  • Manage partner support inquiries and issues through providing primary technical response and management of all support tickets through CRM (HubSpot)
  • Ensure closure of all support tickets in an acceptable duration depending upon the severity
  • Manage escalation of support tickets to tier 2 and tier 3 support
  • Monitor and report all support ticket metrics to senior leadership
  • Manage and develop platform adoption tactics such as updating all knowledgebase articles and content in alignment with ongoing product releases and improvements
  • Support product testing and configuration in alignment with ongoing product releases and improvements
  • Identify gaps and improvements to current training and adoption content
  • Track and report partner utilization and adoption of the platform, and create and manage in application guides and tutorials through third party application (Pendo)
  • Support standardized platform training through video tutorials and webinar guided sessions
  • Collaborate with other Othot team members by escalating support tickets to the appropriate function
  • Contribute to partner feedback loops for product improvements and feature enhancements
  • Collaborate with the Data Curation and Data Science teams to manage the minor platform configurations and updates
  • Support the Partner Success team with the training material, content, and sessions to drive user adoption and maturity
  • Support the Partner Success team with deeper analyses as needed to deliver value for partners
  • Act as an internal advocate for our partners and inspire a partner-centric culture within Othot
  • Identify opportunities for continuous improvement and support ad-hoc projects as identified
  • Bachelor's degree in information technology, business, analytics, communications, or related degree
  • 2+ years of customer success, customer service, project management, or relevant experience
  • Proven ability to drive continuous value of product(s), preferably with product(s) that include technology and analytics elements
  • Detail-oriented and analytical with a demonstrated desire for continuous improvement
  • Ability to collaborate as a team player and succeed as a self-starter
  • Thrives in a multitasking environment and can manage dynamic priorities
  • Excellent written and verbal communication and presentation skills
  • Proficiency with MS Office suite, HubSpot, Pendo, or related customer relationship management systems and customer support applications
  • Preferred experience in computer programming skills, specifically Python
  • Competitive compensation
  • Medical/dental/vision benefits
  • 401(k) plan
  • Flexible work hours
  • Liberal remote work practice
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