SIG (Strata Information Group)
Slate Technology Analyst
SIG (Strata Information Group), San Diego, California, United States, 92189
Overview
Strata Information Group (SIG) Solves Problems. We are a team of dedicated professionals deeply committed to excellence and innovation. SIG has been a trusted partner to over 1,000 higher education institutions globally since our inception in 1988. Our solution sets include Strategy & Optimization Consulting, Enterprise Applications Implementation and Managed Services, Data Services, and Cybersecurity. SIG values client satisfaction, integrity, and expertise in higher education. We embrace diversity, collaboration, and personal growth in our inclusive environment.
Position Technology Analyst
We are seeking energetic, self-motivated Slate professionals to join our team of higher education CRM experts, strategists, consultants, marketers, and creators. The ideal candidate will work both independently and collaboratively to provide troubleshooting services and support to a rapidly expanding client base. This role requires a drive for curiosity and a willingness to expand technical and industry knowledge. The candidate will demonstrate exceptional communication skills and the ability to build and maintain rapport with a variety of client types that use the Slate Direct service desk. This is a full-time, remote position.
Responsibilities
Respond to and resolve support requests received via Slate Direct, including following internal escalation paths to discover the solution and providing the client with proper external escalation paths with Technolutions when appropriate
Respond to and resolve live chat inquiries received from Slate Direct Boost clients
Schedule and engage with the client via 1:1 support calls when appropriate to resolve a request
Draft and publish documentation using Zendesk based on common Slate Direct request response needs
Identify topics for online, virtual, and in-person training opportunities and collaborate with SRT team to prepare training content and curriculum
Participate in client training, including SIG Slate Academy
Actively engage in Technolutions community forums, posting useful tips and responding to community questions
Qualifications
3+ years of Technolutions Slate implementation experience.
Preferred background in higher education enrollment/advancement operations, or systems support
Proficiency within all major modules in Slate, including fields/prompts configuration, forms, events, Scheduler, application configuration and buildout, materials, checklists, rules, Reader, decision processes, source formats, integrations, queries, reports, user permissions and origin sources.
Intermediate to advanced knowledge of configurable joins and Slate's data tables.
Adapting to changes within Slate's capabilities: ability to research and articulate current best practices using Slate and associated business practices.
Preferred SaaS custom support and troubleshooting experience using ticketing system platforms such as Zendesk.
Excellent verbal and written communication skills.
Ability to explain technical concepts to technical and nontechnical audiences.
Performing all work activity with honesty and integrity while placing value on the accountability of interdependence.
Advocating on behalf of SIG at every opportunity when appropriate in professional and personal settings.
Pay and Benefits
The salary range is $60,000 - $70,000
Health, Vision, Dental & Life Insurance
Short & Long Term Disability
Paid Parental Leave
3 Weeks Vacation, Sick Leave & Paid Holidays
401(K) with a 5% Employer Contribution
Pet Insurance
The listed salary range for this position is indicative and subject to adjustment based on the candidate's unique skills and location. Final compensation will be determined through mutual agreement between the successful candidate and SIG.
SIG is an Equal Employment Opportunity employer
California Consumer Privacy Act Notice
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Position Technology Analyst
We are seeking energetic, self-motivated Slate professionals to join our team of higher education CRM experts, strategists, consultants, marketers, and creators. The ideal candidate will work both independently and collaboratively to provide troubleshooting services and support to a rapidly expanding client base. This role requires a drive for curiosity and a willingness to expand technical and industry knowledge. The candidate will demonstrate exceptional communication skills and the ability to build and maintain rapport with a variety of client types that use the Slate Direct service desk. This is a full-time, remote position.
Responsibilities
Respond to and resolve support requests received via Slate Direct, including following internal escalation paths to discover the solution and providing the client with proper external escalation paths with Technolutions when appropriate
Respond to and resolve live chat inquiries received from Slate Direct Boost clients
Schedule and engage with the client via 1:1 support calls when appropriate to resolve a request
Draft and publish documentation using Zendesk based on common Slate Direct request response needs
Identify topics for online, virtual, and in-person training opportunities and collaborate with SRT team to prepare training content and curriculum
Participate in client training, including SIG Slate Academy
Actively engage in Technolutions community forums, posting useful tips and responding to community questions
Qualifications
3+ years of Technolutions Slate implementation experience.
Preferred background in higher education enrollment/advancement operations, or systems support
Proficiency within all major modules in Slate, including fields/prompts configuration, forms, events, Scheduler, application configuration and buildout, materials, checklists, rules, Reader, decision processes, source formats, integrations, queries, reports, user permissions and origin sources.
Intermediate to advanced knowledge of configurable joins and Slate's data tables.
Adapting to changes within Slate's capabilities: ability to research and articulate current best practices using Slate and associated business practices.
Preferred SaaS custom support and troubleshooting experience using ticketing system platforms such as Zendesk.
Excellent verbal and written communication skills.
Ability to explain technical concepts to technical and nontechnical audiences.
Performing all work activity with honesty and integrity while placing value on the accountability of interdependence.
Advocating on behalf of SIG at every opportunity when appropriate in professional and personal settings.
Pay and Benefits
The salary range is $60,000 - $70,000
Health, Vision, Dental & Life Insurance
Short & Long Term Disability
Paid Parental Leave
3 Weeks Vacation, Sick Leave & Paid Holidays
401(K) with a 5% Employer Contribution
Pet Insurance
The listed salary range for this position is indicative and subject to adjustment based on the candidate's unique skills and location. Final compensation will be determined through mutual agreement between the successful candidate and SIG.
SIG is an Equal Employment Opportunity employer
California Consumer Privacy Act Notice
#J-18808-Ljbffr