Jenzabar · 1 day ago
Senior Software Support Analyst - Student
United States
Full-time
Remote
Mid, Senior Level
$58K/yr - $73K/yrJenzabar is seeking a Senior Software Support Analyst with expertise in their student modules to join their dynamic support team. This client-facing role involves delivering high-quality technical assistance and exceptional customer service across key Student areas, while serving as a strategic liaison between clients and internal teams to resolve software issues.
CRMEducationSoftware
No H1B
Responsibilities
Provide professional, courteous, and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors
Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results
Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction
Act as liaison for the client in issues with the standard Jenzabar product in areas of assigned responsibility
Research and troubleshoot client reported issues with the standard Jenzabar product in areas of assigned responsibility in order to provide the client with a solution in a timely, professional manner
Document issues and solutions in a complete, concise manner for use in internal/external knowledge base
Attend training/meetings on new features/enhancements to the standard Jenzabar product to maintain high level of product knowledge in areas of assigned responsibility
Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation in areas of responsibility
Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. to accomplish departmental, divisional, and corporate goals
Be a liaison between Support Services and Product Development
Complete other duties as assigned by respective Team Lead and/or Director of Client Support Services
Qualification
Required
Expertise in Jenzabar's student modules
Ability to deliver high-quality technical assistance and exceptional customer service across key Student areas, including Registration, Advising, Admissions and Student Life
Strong background in student systems
Commitment to service excellence
Ability to communicate technical solutions clearly
Provide professional, courteous, and prompt technical support for assigned complex system level software products
Prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors
Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results
Effectively manage customer escalations associated with complex problems
Act as liaison for the client in issues with the standard Jenzabar product in areas of assigned responsibility
Research and troubleshoot client reported issues with the standard Jenzabar product in areas of assigned responsibility
Document issues and solutions in a complete, concise manner for use in internal/external knowledge base
Attend training/meetings on new features/enhancements to the standard Jenzabar product
Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation
Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc
Be a liaison between Support Services and Product Development
Complete other duties as assigned by respective Team Lead and/or Director of Client Support Services
Preferred
Bachelor's Degree in Computer Science or related field
Working knowledge of appropriate operating systems
Knowledge of Transact SQL programming language/SQL Enterprise Manager
Strong desire to work in a support desk environment (promptness and regular attendance is required)
A professional telephone manner is essential
Benefits
Medical Insurance
Life Insurance
Dental Insurance
Vision Insurance
PTO
Paid Parental Leave
Paid Holidays
Short Term Disability
Long Term Disability
401K
Educational Assistance
Company
Jenzabar
Jenzabar provides software, strategies, and services for the administration of higher education institutions.
Founded in 1998
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$60MKey Investors
Omnicom Group
2000-04-13Private Equity· $60M
Leadership Team
Ling Chai
President, Founder, CEO, Chairwoman of the Board
Carolynn Berry
Senior Partner Success & Marketing Specialist
Recent News
2025-09-19
Company data provided by crunchbase