Job Description
Title: Senior Analyst, Enterprise Technical Support (Remote)
Location: United States
At Guild, we believe talent is everywhere and that opportunity should be too. We continue to have our home and headquarters in Denver, but we have embraced a distributed model of working to reach the best talent in the United States. While some roles may require proximity to our Denver office, roles based outside of our Denver office can sit in any of the following 30 states: AZ, CA, CO, CT, FL, GA, ID, IL, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
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If you are an Internal Candidate, please apply via our Internal Job Board.
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At Guild, we uphold our Core Values in everything we do. Our team emphasizes our Core Values in the following ways:
- Nurture A Learner’s Mindset -using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
- Build Shared Success – building partnerships and working collaboratively with others to meet shared objectives
- Be an Owner – holding self and others accountable to meet commitments
- Create Belonging – recognizing the value that different perspectives and cultures bring to our company
Guild is hiring a Senior Analyst, Enterprise Technical Support! The person in this role will propose and implement tools and process improvements used to validate, triage and escalate technical support issues raised by Guild’s Employer Partners, Academic Partners, and Students. The Senior Analyst will be proficient in the tools used for intake, ticketing, and workflow management across the organization.. To facilitate efficient escalation to our engineering teams, this person will also have a proven understanding of Guild’s squad model and the technology domains for which each squad is responsible.As a Senior Support Analyst, you will:
- Analyze and Refine technical issue escalation processes from the customer-facing teams, including client success, student support and academic partner operations
- Build reports that track raised issues and identify patterns
- Find opportunities for communication and/or training customer-facing teams to resolve issues prior to escalation
You are a strong fit for this role if you have:
- Experience working directly on or closely with an enterprise tech support team
- Good communication skills; ability to write clear and concise process documentation
- Previous experience working with customer-facing teams, including incident escalation
- Point to point analytical and root cause problem solving skills
- Experience working and building trust with multi-functional teams
- Experience with system rollouts and integration between tools, including integration tools such as Zapier
- Experience with and ideas for tool creation to meet support needs
Preferred Competencies
- SQL reporting experience
- Knowledge of the Agile software development process