Innovation Works
Technical Support Analyst - OTHOT
Innovation Works, Pittsburgh, Pennsylvania, us, 15289
Overview:
Othot is the leader in artificial intelligence and prescriptive analytics solutions for higher education institutions across the United States. Together, Othot and its partner schools focus on each institution's specific enrollment, retention, student success, and advancement goals. Othot's cloud-based solution provides continuous intelligence in real-time and empowers schools to engage each prospective, current, and former student with the right tactic at the right time. Othot is higher intelligence for higher education. Othot employs smart, curious, and adventurous team members. We hire individuals who do their best work in a collaborative environment and have a passion for innovation. We are looking for entrepreneurial-minded people to join our team.
Job Summary:
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.
Duties and Responsibilities:Be a driver for increased adoption, satisfaction, and retention across all partnersManage partner support inquiries and issues through:
Providing primary technical response and management of all support tickets through CRM
(HubSpot)Ensuring closure of all support tickets in an acceptable duration depending upon the severityManaging escalation of support tickets to tier 2 and tier 3 supportMonitoring and reporting all support ticket metrics to senior leadershipManage and develop platform adoption tactics such as:
Updating all knowledgebase articles and content in alignment with ongoing product releases
and improvementsOthot, Inc. •501 Holiday Drive, Bldg. 4, Suite 115 •Pittsburgh, PA 15220 •412.458.4167othot.comSupporting product testing and configuration in alignment with ongoing product releases andimprovements.Identifying gaps and improvements to current training and adoption contentTracking and reporting partner utilization and adoption of the platform, and create and managein application guides and tutorials through third party application (Pendo)Supporting standardize platform training through video tutorials and webinar guided sessionsCollaborate with other Othot team members by: Escalating support tickets to the appropriate functionContributing to partner feedback loops for product improvements and feature enhancementsCollaborating with the Data Curation and Data Science teams to manage the minor platformconfigurations and updatesSupporting the Partner Success team with the training material, content, and sessions todrive user adoption and maturitySupporting the Partner Success team with deeper analyses as needed to deliver valuefor partnersActing as an internal advocate for our partners and inspire a partner-centric culture within OthotIdentify opportunities for continuous improvement and support ad-hoc projects as identifiedQualifications
Bachelor's degree in information technology, business, analytics, communications, or relateddegree
2+ years of customer success, customer service, project management, or relevant experienceProven ability to drive continuous value of product(s), preferably with product(s) that includetechnology and analytics elements
Detail-oriented and analytical with a demonstrated desire for continuous improvementAbility to collaborate as a team player and succeed as a self-starterThrives in a multitasking environment and can manage dynamic prioritiesExcellent written and verbal communication and presentation skillsProficiency with MS Office suite, HubSpot, Pendo, or related customer relationship management systems and customer support applicationsPreferred experienced in computer programming skills, specifically Python
Travel Requirements: Limited to no travel required
Compensation and Benefits: Othot offers competitive compensation, medical/dental/vision benefits, and a 401(k) plan, and has flexible work hours and a liberal remote work practice
To Apply: https://secure.entertimeonline.com/ta/OTHOT.careers?ApplyToJob=318911491
Othot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Othot is the leader in artificial intelligence and prescriptive analytics solutions for higher education institutions across the United States. Together, Othot and its partner schools focus on each institution's specific enrollment, retention, student success, and advancement goals. Othot's cloud-based solution provides continuous intelligence in real-time and empowers schools to engage each prospective, current, and former student with the right tactic at the right time. Othot is higher intelligence for higher education. Othot employs smart, curious, and adventurous team members. We hire individuals who do their best work in a collaborative environment and have a passion for innovation. We are looking for entrepreneurial-minded people to join our team.
Job Summary:
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.
Duties and Responsibilities:Be a driver for increased adoption, satisfaction, and retention across all partnersManage partner support inquiries and issues through:
Providing primary technical response and management of all support tickets through CRM
(HubSpot)Ensuring closure of all support tickets in an acceptable duration depending upon the severityManaging escalation of support tickets to tier 2 and tier 3 supportMonitoring and reporting all support ticket metrics to senior leadershipManage and develop platform adoption tactics such as:
Updating all knowledgebase articles and content in alignment with ongoing product releases
and improvementsOthot, Inc. •501 Holiday Drive, Bldg. 4, Suite 115 •Pittsburgh, PA 15220 •412.458.4167othot.comSupporting product testing and configuration in alignment with ongoing product releases andimprovements.Identifying gaps and improvements to current training and adoption contentTracking and reporting partner utilization and adoption of the platform, and create and managein application guides and tutorials through third party application (Pendo)Supporting standardize platform training through video tutorials and webinar guided sessionsCollaborate with other Othot team members by: Escalating support tickets to the appropriate functionContributing to partner feedback loops for product improvements and feature enhancementsCollaborating with the Data Curation and Data Science teams to manage the minor platformconfigurations and updatesSupporting the Partner Success team with the training material, content, and sessions todrive user adoption and maturitySupporting the Partner Success team with deeper analyses as needed to deliver valuefor partnersActing as an internal advocate for our partners and inspire a partner-centric culture within OthotIdentify opportunities for continuous improvement and support ad-hoc projects as identifiedQualifications
Bachelor's degree in information technology, business, analytics, communications, or relateddegree
2+ years of customer success, customer service, project management, or relevant experienceProven ability to drive continuous value of product(s), preferably with product(s) that includetechnology and analytics elements
Detail-oriented and analytical with a demonstrated desire for continuous improvementAbility to collaborate as a team player and succeed as a self-starterThrives in a multitasking environment and can manage dynamic prioritiesExcellent written and verbal communication and presentation skillsProficiency with MS Office suite, HubSpot, Pendo, or related customer relationship management systems and customer support applicationsPreferred experienced in computer programming skills, specifically Python
Travel Requirements: Limited to no travel required
Compensation and Benefits: Othot offers competitive compensation, medical/dental/vision benefits, and a 401(k) plan, and has flexible work hours and a liberal remote work practice
To Apply: https://secure.entertimeonline.com/ta/OTHOT.careers?ApplyToJob=318911491
Othot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.