Customer Experience Analyst

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success.  We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries.  We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

A Customer Experience Specialist within Global Support answers, evaluates, prioritizes, and troubleshoots incoming Customer Experience Center (CXC) issues for both internal Ellucian employees and external customer users including troubleshooting issues with Ellucian Customer Center access and navigation, troubleshooting and processing Ellucian Hub Single Sign On issues and requests, and a variety of other types of support issues logged and tracked within ServiceNow.

A successful Customer Experience Specialist can work within department policies and procedures and can identify opportunities to implement operational improvements in services and technology. Our goal is to streamline and automate the processes of teams using available tools to continuously improve the Customer Experience for both internal and external users. 

Where you will make an impact

• Handles problem recognition, research, isolation, resolution, and follow-up for reported user problems, referring more complex problems and product-specific issues to Tier 1, Tier 2, Tier 3, supervisor, or other product teams according to defined processes and procedures.
• Logs and tracks customer interactions using problem management software (ServiceNow) and maintains thorough history records and related problem documentation.
• Coordinating problem resolution with other team members, escalation resources, other Ellucian product support teams, Ellucian cloud teams, and partner companies to ensure open communication of issues and resolutions are achieved in a timely manner.
• Encourage communication of new ideas, solutions, suggestions, and problems through research and implementation of tools and technology to enhance the way we provide services to our employees and customers. 

What will you bring?

• Professional presence and ability to present concepts, status, and solutions appropriately to peers, other Ellucian teams, vendors, and customers.
• Clearly and effectively express ideas verbally and in writing.
• Ability to diagnose and provide detailed steps to reproduce reported issues and coordinate with other internal teams as needed to resolve issues.
• Ability to prioritize tasks, take appropriate action, and to work independently.
• Capable of working on multiple projects and priorities in a deadline-driven environment.
• Familiarity with the implementation and use of comprehensive, enterprise-level information management systems or other multi-tier software systems.
• Fluency or strong communication ability (oral and written) in English. 
• Strong customer-facing skills and a desire to work with customers who need our help.
• Actively contributing to and working to improve customer self-help through the publication of technically accurate knowledge-based articles.

 Nice to have (Not required)

• Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve Customer Experience.
• Experience using the ServiceNow platform is not required and would be a plus.

• Comprehensive health insurance reimbursement
• Life insurance
• Wellness benefits
• 17 workdays vacation
• Christmas bonus payout in June &December
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave.
• Employee referral bonuses to encourage the addition of great new people to the team

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