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Technical Specialist

Job Summary

Othot is seeking a Technical Specialist to provide support, training, and drive adoption and success with our higher education customers. Reporting to the Director of Partner Success, the Technical Support Specialist will be primarily responsible for all metric reporting for platform utilization and adoption, creating and standardizing product training material, and addressing software related inquiries. A commitment to improving customer experience and company efficiency is paramount and the role will work both individually and collaboratively with a team of expert data professionals.

Duties & Responsibilities

  • Be a driver for increased adoption, satisfaction, and retention across all partners
  • Manage and develop platform adoption tactics such as:
    • Updating all knowledge base articles and content in alignment with ongoing product releases and improvements
    • Supporting product testing and configuration in alignment with ongoing product releases and improvements
    • Identifying gaps and improvements to current training and adoption content
    • Tracking and reporting partner utilization and adoption of the platform, and create and manage in application guides and tutorials through third party applications (i.e., Pendo, HubSpot)
    • Supporting standardize platform training through video tutorials and webinar guided sessions
  • Manage customer support inquiries and issues through:
    • Providing primary technical response and management of all support tickets through CRM (HubSpot)
    • Ensuring closure of all support tickets in an acceptable duration depending upon severity
    • Managing escalation of support tickets to tier 2 and tier 3 support
    • Monitoring and reporting all support ticket metrics to leadership
  • Collaborate with other Othot team members by:
    • Escalating support tickets to the appropriate function
    • Contributing to partner feedback loops for product improvements and feature enhancements
    • Collaborating with the Data Curation and Data Science teams to manage minor platform configurations and updates
    • Supporting the Partner Success team with training material, content, and sessions to drive user adoption and maturity
    • Supporting the Partner Success team with deeper analyses as needed to deliver value for partners
    • Acting as an internal advocate for our partners and inspire a partner centric culture within Othot
  • Identify opportunities for continuous improvement and support ad-hoc projects as identified

Qualifications

  • Bachelor’s degree in information technology, business, analytics, communications, or related degree
  • 2+ years of customer success, customer service, project management, or relevant experience
  • Proven ability to drive continuous value of product(s), preferably with product(s) that include technology and analytics elements
  • Detail oriented and analytical with a demonstrated desire for continuous improvement
  • Ability to collaborate as a team player and succeed as a self-starter
  • Thrives in a multitasking environment and can manage dynamic priorities
  • Excellent written and verbal communication and presentation skills
  • Proficiency with MS Office suite, HubSpot, Pendo, or related customer relationship management systems and customer support applications
  • Prior roles in higher education are a bonus

Travel Requirements

Limited to no travel required

Compensation and Benefits

  • Othot offers competitive compensation, medical/dental/vision benefits, and a 401(k) plan
  • Othot has flexible work hours and a liberal remote work practice

To apply, please email your resume to tfinn@liaisonedu.com

Othot is an equal opportunity employer.

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