Edtech.com's Summary

Anthology is hiring an Associate Technical Support I to provide technical support for their SIS product, Student. The role involves incident management, troubleshooting, and collaborating with teams to deliver timely resolutions while maintaining strong customer relationships and using Salesforce for issue tracking.

Highlights

Manage incident creation, routing, escalation, and resolution using Salesforce.
Maintain knowledge of Anthology’s proprietary applications and industry best practices.
Establish rapport with customers and provide consistent follow-up on unresolved issues.
Bachelor’s Degree or equivalent experience required; 0-2 years of customer service experience preferred.
Proficient in Microsoft Office Suite and comfortable using phone, chat, and email support tools.
Strong analytical, troubleshooting, oral and written communication skills necessary.
Desire to learn technical and business aspects of Higher Education and Not-for-Profit sectors.
Preferred skills include SQL scripting for data analysis and knowledge of higher education software.
Expected salary range: $59,300 - $63,000, within a full range of $59,300 - $89,000 based on experience.
Customer-centric mindset with ability to manage multiple assignments effectively.

Associate Technical Support I Full Description

Associate Technical Support I

Job Req: 4726
Community: Services
Location: United States
Date Posted: Aug 6, 2025
Remote Type: Remote

Associate Technical Support I

United States

The Opportunity:

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

The Global Support department consists of various specialized teams with a wide range of functions and responsibilities. Anthology’s Global Technical Support team is responsible for supporting the Anthology customer base with issues related to our SIS product, Student. This role involves working closely with other analysts and departments to provide effective and high-quality technical support service. 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.

Primary responsibilities will include:

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
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, Salesforce
Escalating issues to Senior Technical Support, Solutions Architects, and management as appropriate

The Candidate:

Required skills/qualifications:

Bachelor’s Degree or equivalent work experience
0-2 years of customer service experience
Solid analytical and troubleshooting skills
Strong oral and written communication skills
Ability to work closely with other team members
Ability to successfully manage multiple assignments with a sense of urgency, structure and attention to detail
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
Customer-centric mindset
Fluency in written and spoken English

Preferred skills/qualifications:

2-4 years working in an accounting position in a corporate environment supporting a product or Software as a Service (SaaS)
Strong working knowledge of higher education software packages and best practices
Ability to complete advanced scripting tasks in SQL for data analysis/troubleshooting purposes, including writing complex ad hoc queries and creating/troubleshooting SQL views, stored procedures and functions
Technical proficiency with software products

While the full salary range for this role is ($59,300 - $89,000), the expected hiring range for this opening is ($59,300 - $63,000), depending on experience and budget availability.”

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

Original Job Description

Associate Technical Support I

Job Req: 4726
Community: Services
Location: United States
Date Posted: Aug 6, 2025
Remote Type: Remote

Associate Technical Support I

United States

The Opportunity:

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Primary responsibilities will include:

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
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, Salesforce
Escalating issues to Senior Technical Support, Solutions Architects, and management as appropriate

The Candidate:

Required skills/qualifications:

Bachelor’s Degree or equivalent work experience
0-2 years of customer service experience
Solid analytical and troubleshooting skills
Strong oral and written communication skills
Ability to work closely with other team members
Ability to successfully manage multiple assignments with a sense of urgency, structure and attention to detail
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
Customer-centric mindset
Fluency in written and spoken English

Preferred skills/qualifications:

2-4 years working in an accounting position in a corporate environment supporting a product or Software as a Service (SaaS)
Strong working knowledge of higher education software packages and best practices
Ability to complete advanced scripting tasks in SQL for data analysis/troubleshooting purposes, including writing complex ad hoc queries and creating/troubleshooting SQL views, stored procedures and functions
Technical proficiency with software products

While the full salary range for this role is ($59,300 - $89,000), the expected hiring range for this opening is ($59,300 - $63,000), depending on experience and budget availability.”

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Associate Technical Support I

Edtech.com's Summary

Associate Technical Support I Full Description

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