Senior Support Analyst

Oakland, CA

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About The Company

Higher One partners with colleges and universities to lower their administrative costs and to improve graduation rates. We provide a broad array of payment, refund disbursement and data analytics and management tools to institutions that help them save money and enhance institutional effectiveness. And for students, we offer financial literacy programs and convenient, flexible and affordable transaction options to help them manage their finances. Higher One is a leader in higher education and we support more than 1,900 college and university campuses with over 13 million enrolled students.

At Higher One, we believe that every employee is critical to our success! Our innovative services depend on the energy, values, hard work and dedication of our employees. As we continue to grow, we look for others who are also committed to retaining a small-company feel while moving us to the next level!

Higher One, Inc. is an Equal Opportunity / Affirmative Action employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status

Job Description

We work hard and go the extra mile to keep our clients happy. Do you have what it takes to join a team of smart, fun, highly motivated and highly regarded pacesetters? Do you excel in exceeding client expectations and regularly deliver on commitments of heroic service? As a Support Analyst, you are at the forefront in shaping our clients’ experience. You are a self-motivated individual who can provide stellar service to our clients by phone, email, and CRM tools. You will work closely with Project Management, Relationship Management, IT operations, and Software Engineering to provide two-way communication on client issues including problem prioritization, issue analysis, and issue resolution. Excellent analytical and troubleshooting skills will allow you to identify and resolve issues of varying levels of complexity. Overall, you should be an outstanding problem solver, creative thinker, and team player with excellent communication skills.

Typical Functions

Troubleshoot, track, and resolve complex technical issues

Provide stellar service to our clients by phone, email, and CRM tools in a high volume environment.
Provide technical assistance on client specific issues, coordinate resolutions, offer educational assistance, provide status updates to the client, notify client of issue resolution and obtain client concurrence of acceptable solution
Work effectively and efficiently with teammates from Project Management, Relationship Management, and IT Operations to troubleshoot and shepherd client issues to resolution.
Creative problem solving.
Document and track client issues using CRM tools.
Prioritize efforts to maintain focus on service levels metrics and overall business impact.
Escalate issues as necessary to higher level support resources while remaining the client point of contact and manage the communications and expectations of the client.
Troubleshoot peripherals like receipt printers and credit card readers

Skills/Requirements

Bachelor's degree preferred
2 to 3 years related experience required
Proven propensity to learn new technologies and new skills quickly
Detail oriented with strong organizational and follow-thru skills
A knack for being the “calm” at the center of the storm
Self-starter with a record of setting and achieving goals
High level of ownership, accountability and initiative
Demonstrated ability to develop relationships with customers and coworkers
Excellent written and oral communication skills in English
Demonstrated troubleshooting skills
Demonstrated knowledge of Windows, Internet Explorer and PC operating systems
Experience with SalesForce

Desired Skills

Experience with online payment systems
Demonstrated understanding of fundamental accounting principles
Familiarity with the organization and structure of college and university ERP and operations
Experience with higher education vendors such as PeopleSoft, Blackboard, CBORD, Datatel, SunGard, or Jenzabar
Experience with Salesforce
Web or Software Development experience a plus