Technical Support and Implementation Analyst

At Symplicity, we empower higher education institutions around the world to enable the best possible outcomes for students. We engineer, operate, and support a suite of software-as-a-service products that serve thousands of universities and millions of students worldwide.

Symplicity helps employers to hire students and new graduates.

The technical support and implementation specialist will be responsible for delivering technical aspects of the UniHub platform to clients across North America and supporting them in their continued use and adoption of the software.

This is a full-time permanent role on an agile team devoted to the Corporate product line.

Responsibilities

• Become a UniHub functional expert with end-to-end knowledge of the system.
• Supporting the functional team in technical aspects (Auth, data integration) through client implementations.
• Providing clients with a web design on par with their branding guidelines.
• Maintain technical processes and documentation for the North America market.
• Provide Tier 1, 2 & 3 support to customers.
• Maintain customer case information within the Symplicity support portal.
• Triage cases from case tickets logged
• Identify potential software bugs and capture these within JIRA and assist the engineering team as required to troubleshoot and resolve the issue.
• Assist in client and internal projects.

Desirable Skills and Experience

• Strong written and verbal communication skills are the most significant requirement for this position. Fluency in spoken and written English is required. Applicants will be interviewed in English and will be asked to submit a sample of their business or technical writing in English.
• HTML and CSS/less
• Excellent interpersonal & communication skills across all mediums – online, email/ticket.
• Friendly & consultative client engagement manner.
• Thrive in a high performing team.
• High attention to detail & solution-oriented mindset.
• Strong technical acumen
• Ability to think laterally

Additional but not required

• Experience with using JIRA or similar tool.
• Skills in SQL and Javascript
• Auth (SAML 2, CAS, LDAP, OAuth)
• Knowledge of how APIs function.
• Previous experience with CRM systems

Education

• Higher education degree in progress or completed in Computer Science or related area

Symplicity is the market leader in employability solutions. We help companies find talent, we help Higher Ed bridge the skills gap and we help recent college graduates launch their careers. Used by over 30 million students worldwide, our comprehensive suite of products touches the full life cycle of a student. From admission to alumni engagement, Symplicity’s products cover career services, advising, student conduct, campus life as well as housing & residence life. Symplicity is proud to be an equal and diverse Employer.

Symplicity Brasil is a Great Place To Work certified.