Client Support Representative II

Job Description

Client Support Representative II

Remote – US

The Opportunity: 

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

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

Anthology’s Blackboard Community Engagement products are mobile and communication solutions specifically designed for K-12 education, corporate and government clients. As Client Support Representative II, you will provide technical support to and act as a central point of contact for our clients and be responsible for developing and maintaining solid client relationships. You will investigate, test, and resolve technical support issues and communicate and support feature updates and developments. 

Specific responsibilities will include: 

• Contributing to client retention by attaining the client satisfaction rate with Technical Support set by the company 
• Contributing to client adoption by consulting on best practices, product use, and community interaction through the programs 
• Contributing to new client acquisition by providing the highest level of industry customer support 
• Providing product support for clients 
• Providing troubleshooting and case resolution 
• Providing data and/or website consultation 
• Using the current CRM software for data entry 
• Ensuring the knowledge base is current and developing new content

The Candidate:  

Required skills/qualifications: 

• Technical mindset 
• Strong oral and written communication skills 
• Skilled in Microsoft office suite of products 
• Knowledge of business communication standards and office procedures and methods 
• Knowledge of internet standards and practices 
• Proficiency with MS Excel and other Office products 
• Client-oriented 
• Self-starter 
• Ability to: 
  • Think creatively 
  • Establish priorities, work independently, and proceed with minimal supervision 
  • Handle and resolve recurring problems 
  • Pay precise attention to detail 

Preferred skills/qualifications: 

• Experience with Salesforce.com 
• Experience in a SaaS environment
• Experience in K-12, Higher Education and/or Government industries

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.    

Blackboard 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.   

This position is not available for candidates residing in the following states: CO, CA, MA

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