Published date Posted on Indeed on May 04, 2022 (20 d ago)
Description:

Affinaquest is the leading provider of enterprise-wide Constituent Relationship Management (CRM), predictive analytics, data enhancement, and industry leading Central Intelligence data warehousing solutions to the college and university athletics and advancement market. Our landmark solutions and their rich capabilities transform relationships with the constituents or our clients that mean the most: students, alumni, donors, fans, community members, and other key constituent groups. We improve the way our clients engage, nurture relationships, and inspire loyalty that continually strengthens their constituent’s affinity and accrue to their bottom line.

Job Summary:

The Support Engineer (Tier 1) serves as a business and technical support resource for clients. This position must develop and maintain a technical understanding of both the Central Intelligence data warehouse and Discovery CRM solutions and the specific use-cases of clients. This position assists in troubleshooting and evaluating client inquiries while proposing solutions based on the client requirements. The Support Engineer is a good communicator and critical thinker, who can employ previous education and industry experience to quickly diagnose issues described by the client and implement suitable solutions. This position plays a pivotal role in ensuring world-class customer service, ultimately resulting in client engagement and retention, upsells, and high levels of client satisfaction.

This role will be either a hybrid or fully on-site at an office in Scottsdale, AZ, office near the intersection of McDowell Rd. and Scottsdale Rd (available after July 2022). Remote will be considered for the right candidate.


Responsibilities

  • Provides thoughtful and insightful customer service through organization, urgency, and product knowledge.
  • Answers business and technical inquiries, diagnoses reported problems, recommends possible solutions and follows issues through to resolution or escalation.
  • Specific client support responsibilities may include, but are not limited to, the following:

o Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve

o Supports application break/fix incidents and patches existing issues.

o Understands data integration methods from clients

o Follows procedures and processes for troubleshooting data structure, tagging, outbound connections, and inbound connections with data models.

o Understands client CRM data and supports a variety of CRM backend databases.

o Assists with the admin training and procedures such as segmentation, campaign management, CRM business process, and standard reporting solutions.

o Uses monitoring tools to find problems, resolve them and/or escalate to Product Development.

o Works to proactively anticipate client issues and concerns and prepares solutions before they become urgent.

o Defines and documents support best practices and contributes to company knowledge sharing efforts.

o Stays updated on the industry's best practices in the utilization of data management, CRM and email marketing.


. Requirements:
  • A passion for outstanding client experience and delivering solutions that provide compelling value to our clients.
  • At least 1 year of SQL exposure and an understanding of query building, views and stored procedures.
  • Good business and data analytics skills, i.e. following a workflow and identifying where data was transformed incorrectly or not integrated properly
  • Prior exposure to any CRM
  • Good written and oral communication skills.
  • Multi-tasking and organizational skills.
  • Independent learner with high attention to detail and the ability to deliver under varying workloads

Preferences

  • Bachelor’s degree or higher (computer science, information systems, engineering, statistics, or another related quantitative field is preferred)
  • Experience working in either the collegiate athletics, university advancement or professional sports industry
  • Prior exposure to ticket/case management and Support operations

Benefits Offered:

  • Flexible Time Off - you are expected to periodically recharge and refresh
  • 401(k) with company match
  • Medical, Dental, Vision, Basic & Voluntary Life and AD&D, and Disability insurance coverage options

Affinaquest is committed to building an inclusive culture of belonging that not only embraces the diversity of our people, but also reflects the diversity of the communities in which we work and the clients we serve. We know that the happiest and highest-performing teams include people with diverse perspectives and ways of solving problems. Therefore, we strive to attract and retain talent from all backgrounds and create an environment where everyone feels empowered to bring their full, authentic selves to work. Affinaquest is an Equal Opportunity employer.

SSB is committed to building an inclusive culture of belonging that not only embraces the diversity of our people, but also reflects the diversity of the communities in which we work and the clients we serve. We know that the happiest and highest-performing teams include people with diverse perspectives and ways of solving problems. Therefore, we strive to attract and retain talent from all backgrounds and create an environment where everyone feels empowered to bring their full, authentic selves to work. SSB is an Equal Opportunity employer.


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