Innovation Works, Inc. is Hiring a Technical Support Analyst - OTHOT Near Pittsburgh, PA
Overview: Othot is the leader in artificial intelligence and prescriptive analytics solutions for higher education institutions across the United States. Together, Othot and its partner schools focus on each institution's specific enrollment, retention, student success, and advancement goals. Othot's cloud-based solution provides continuous intelligence in real-time and empowers schools to engage each prospective, current, and former student with the right tactic at the right time. Othot is higher intelligence for higher education. Othot employs smart, curious, and adventurous team members. We hire individuals who do their best work in a collaborative environment and have a passion for innovation. We are looking for entrepreneurial-minded people to join our team. Job Summary: Othot is seeking a Technical Support Specialist to provide support, training, and drive adoption with our higher education customers. Reporting to the Senior Director of Partner Success, the Technical Support Specialist will be primarily responsible for all support-related inquiries, metric reporting for platform utilization and adoption, and standardizing product training material. A commitment to improving partner experience is paramount and the role will work individually and with a team of expert data professionals to successfully support all partners toward their desired success outcomes. Duties and Responsibilities:
Be a driver for increased adoption, satisfaction, and retention across all partners
Manage partner 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 the severity
Managing escalation of support tickets to tier 2 and tier 3 support
Monitoring and reporting all support ticket metrics to senior leadership
Manage and develop platform adoption tactics such as:
Updating all knowledgebase articles and content in alignment with ongoing product releases
and improvements
Othot, Inc. •501 Holiday Drive, Bldg. 4, Suite 115 •Pittsburgh, PA 15220 •412.458.4167
othot.com
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 application (Pendo)
Supporting standardize platform training through video tutorials and webinar guided sessions
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 the minor platform
configurations and updates
Supporting the Partner Success team with the 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
Preferred experienced in computer programming skills, specifically Python
Travel Requirements: Limited to no travel required Compensation and Benefits: Othot offers competitive compensation, medical/dental/vision benefits, and a 401(k) plan, and has flexible work hours and a liberal remote work practice To Apply: https://secure.entertimeonline.com/ta/OTHOT.careers?ApplyToJob=318911491 Othot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.