Technical Support & Onboarding Specialist

At Liaison, we've helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals and we're building the data- and mission-driven team that will reinforce our role for decades to come.

Do you like solving technical issues Do you like collaborating with a smart team Do you like to fix customer facing issues If so, this position is for you. Liaison International is a leader in College Applications & Admissions solutions in United States. Our products help applicants and institutions streamline the admission process using modern software technologies. We are seeking highly motivated candidates with technical and customer-facing skills. This job requires a unique combination of creativity, flexibility, troubleshooting, leadership, and customer facing skills. The Support Specialist is responsible for fielding Level 2 (i.e., non-customer service, technical in nature) support issues from our primary web-based products and coordinating the development of software fixes. This role will be interacting with internal clients and external partners, replicating, and troubleshooting reported issues and coordinating tasks and fixes with local and global development and quality assurance teams.

A successful candidate will have consulting aptitude, customer-facing skills, strong ownership, enthusiastic towards troubleshooting and resolving issues, and an ability to collaborate with multiple teams.

Job Responsibilities

Technical Support

• Takes and manages requests coming through the support ticketing systems (Sales Force and JIRA)
• Troubleshoot application issues reported by end users.
• Interact with Developers, Business Analysts, QA, and Implementation team to coordinate fixes.
• Test software fixes in testing or production environment and confirm issues are correctly resolved.
• Respond and follow up with internal clients in a timely manner and meet the SLAs.
• Provide technical support for data model questions.
• Develop and run complex ad-hoc reports for clients.

Onboarding

• Assist with on-boarding new clients and rolling over new cycles.
• Assist with fixing onboarding configuration and regression issues.
• Other Job Expectations:
• Monitor and maintain data quality between systems (Configurations & User Data)
• Manage multiple high-priority tasks simultaneously.
• Create and publish solution knowledge articles for re-use by peers.
• Assist other Support staff with problem-solving and mentoring in best practices.
• Assist Management with Support processes, throughput, and productivity reporting.
• Provide analysis on software and workflow issues, including recommended resolution and drive down
• customer support issues. Own and drive Root Cause Analysis (RCA) on major application issues

Basic Qualifications

• Bachelor's degree in computer science or an IT-related discipline or equivalent experience
• Experience with Python, JavaScript, and modern programming languages.
• 3+ years of solid software support with web-based applications
• Experience with writing clear and detailed tickets while logging bug investigation, diagnosis, and
• escalation.
• Excellent verbal and written communication skills with experience interacting directly with internal
• and external clients and partners in a tactful manner.

Preferred Qualifications

• Experience with Python development language.
• Experience with NodeJS and Typescript
• Knowledge using APIs, Micro-services Architecture & Asynchronous Programming
• Intermediate to advanced JavaScript skills
• Intermediate to advanced SQL skills
• Intermediate to advanced Excel skills (tables, pivots, formulas)