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Tech Support Analyst Follett School Solutions
Position Overview:
The Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.
Responsibilities:
Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. Serves as primary technical support liaison between company and customer. Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. Responsible for appropriate referral to other support and quality assurance areas. Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures. Conveys customer feedback to Technical Support Team Lead. Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements. Participates in internal projects as required. Qualifications:
Strong interpersonal communication skills and telephone etiquette Strong business/technical verbal and written communication skills Experience in a call center environment Excellent problem solving skills Ability to analyze issues and use sound judgement Excellent time management skills including ability to prioritize and re-prioritize ticket workload environment Intermediate to strong knowledge of XML and Jasper reports. Experience with relational databases Ability to work well independently or in a team environment Strong leadership and organizational skills 2 years with a Student Information System Experience with ticketing systems for incident tracking, documentation Continual process Improvement mindset 3-5 years of experience preferred
Boston, MA, US, 02298Posted 13 hours ago Sr Manager, Machine Learning Software Engineering. The General The Data Science Engineering Manager will support The General in the disciplines of data science engineering, ensuring dominance in the Non-Standard automobile insurance market. You will excel at, organization and multi-tasking. Insights you uncover will guide an industry leading Center of Excellence focused on applicable business insights. Boston, MA, US, 02298Posted 13 hours ago Lead Software Engineer, Full Stack. Capital One This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. Providence, RI, US, 02903Posted 14 hours ago Sr. Software Engineer, Back End. Capital One This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. Taunton, MA, US, 02780Posted 14 hours ago Distinguished Engineer, Generative AI Systems (Remote Eligible) Capital One Our mission at Capital One is to create trustworthy, reliable and human-in-the-loop AI systems, changing banking for good. For years, Capital One has been leading the industry in using machine learning to create real-time, intelligent, automated customer experiences. From informing customers about unusual charges to answering their questions in real time, our applications of AI & ML are bringing humanity and simplicity to banking. Because of our investments in public cloud infrastructure and machine learning platforms, we are now uniquely positioned to harness the power of AI. We are committed to building world-class applied science and engineering teams and continue our industry leading capabilities with breakthrough product experiences and scalable, high-performance AI infrastructure. At Capital One, you will help bring the transformative power of emerging AI capabilities to reimagine how we serve our customers and businesses who have come to love the products and services we build. Boston, MA, USPosted 14 hours ago Lead Engineer - Generative AI Product Engineering (Remote Eligible) Capital One Our mission at Capital One is to create trustworthy, reliable and human-in-the-loop AI systems, changing banking for good. For years, Capital One has been leading the industry in using machine learning to create real-time, intelligent, automated customer experiences. From informing customers about unusual charges to answering their questions in real time, our applications of AI & ML are bringing humanity and simplicity to banking. Because of our investments in public cloud infrastructure and machine learning platforms, we are now uniquely positioned to harness the power of AI. We are committed to building world-class applied science and engineering teams and continue our industry leading capabilities with breakthrough product experiences and scalable, high-performance AI infrastructure. At Capital One, you will help bring the transformative power of emerging AI capabilities to reimagine how we serve our customers and businesses who have come to love the products and services we build. Cambridge, MA, USPosted 14 hours ago Trust Operations Associate. Citizens Citizens Private Wealth headquartered in Westchester, New York, with 13 regional offices across the country, is a leading wealth management firm. For more than three decades, the team of CFAs, CPAs, attorneys and CFP®s provide full investment and wealth management services; comprehensive income tax and estate tax planning, structuring, compliance and governmental representation capabilities; and highly personalized concierge family office services. Citizens Private Wealth offers innovative solutions crafted for the sophisticated needs of high-net-worth individuals, families and foundations and has cultivated long-lasting client relationships through multiple market cycles. Citizens Private Wealth presently manages and advises on over $17 Billion in assets; offering a wide scope of services, expertise and research, while intimately focusing on each client’s unique circumstances. Johnston, RI, USPosted 14 hours ago Distinguished Applied Researcher. Capital One At Capital One, we are creating trustworthy and reliable AI systems, changing banking for good. For years, Capital One has been leading the industry in using machine learning to create real-time, intelligent, automated customer experiences. From informing customers about unusual charges to answering their questions in real time, our applications of AI & ML are bringing humanity and simplicity to banking. We are committed to building world-class applied science and engineering teams and continue our industry leading capabilities with breakthrough product experiences and scalable, high-performance AI infrastructure. At Capital One, you will help bring the transformative power of emerging AI capabilities to reimagine how we serve our customers and businesses who have come to love the products and services we build. Worcester, MA, US, 01608Posted 14 hours ago Cyber Security Distinguished Engineer- Cryptography (Remote Eligible) Capital One As a candidate for this role, you’re able to seamlessly switch from diving deep into technology with engineers to driving high level, strategic discussions around cloud roadmaps and security patterns. You are a naturally curious technologist and stay on top of emerging trends, including hands-on prototyping of nascent technologies. You are not afraid to question any existing processes and solutions, yet you display a keen sense of business value proposition and focus on the right priorities. You feel at home in the cloud and are an expert in designing cloud-native security solutions. You thrive in working in a fast paced, technologically forward leaning environment and are not afraid to push the boundaries of security capabilities. Cambridge, MA, US, 02238Posted 14 hours ago Digital Accessibility Specialist - Development Lead Engineer. Fidelity Investments The person filling this role will work throughout the FI Platform to help individuals and teams realize the goal of digital accessibility. Working practically, with an emphasis on both remediation and the future accessible state of Fidelity digital experiences is critical. This role requires someone with digital accessibility engineering expertise (Web) as well as adaptability and superb communication abilities. The best candidate for this job will have extensive experience with accessible code, remediating defects, and ensuring the successful delivery of accessible digital experiences. Boston, MA, US, 02112Posted 15 hours ago Description
Position Overview:
The Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.
Responsibilities:
Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. Serves as primary technical support liaison between company and customer. Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. Responsible for appropriate referral to other support and quality assurance areas. Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures. Conveys customer feedback to Technical Support Team Lead. Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements. Participates in internal projects as required. Qualifications:
Strong interpersonal communication skills and telephone etiquette Strong business/technical verbal and written communication skills Experience in a call center environment Excellent problem solving skills Ability to analyze issues and use sound judgement Excellent time management skills including ability to prioritize and re-prioritize ticket workload environment Intermediate to strong knowledge of XML and Jasper reports. Experience with relational databases Ability to work well independently or in a team environment Strong leadership and organizational skills 2 years with a Student Information System Experience with ticketing systems for incident tracking, documentation Continual process Improvement mindset 3-5 years of experience preferred
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