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Job Details

Requisition Number 17-0250
Post Date 4/5/2017
Title Client Services Engineer
Organization Name Macmillan Learning
City Springfield
State MO
Description Macmillan Learning is a part of the family-owned Holtzbrinck group of companies and is one of the leading educational technology companies. Through deep partnership with the world's best researchers, educators, administrators, and developers, we facilitate teaching and learning opportunities that spark student engagement and improve outcomes. We provide educators with tailored solutions designed to inspire student curiosity and measure progress. Macmillan Learning is comprised of renowned brands including Bedford/St. Martins, W.H. Freeman, Worth Publishers, Sapling Learning, SkyFactor, Intellus Learning, Late Nite Labs, EBI-MAPworks, i<clicker, REEF and Hayden-McNeil. We are an Equal Opportunity Employer committed to reflecting a broad representation of differences -- race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, age, family status, economic background and status, geographical background and status, and perspective-- in our workplace. The successful candidate for this position will become an employee of EBI MAP-Works, LLC d/b/a Macmillan Learning.
Requirements Position Description:
Client Services Engineer is a member of the Client Services Team with the ultimate goal to ensure clients’ successful use of programs and overall satisfaction that culminates in long-term use and renewal. This role serves as a primary technical resource for escalations from client campuses, will help expand client knowledge base, quantify and communicate technical challenges to the product team, engineering, and management. Interactions will be with both external clients as well as internal cross-functional teams to act as a customer advocate and foster positive relationships. The Client Services Engineer provides troubleshooting leading to issue isolation that identifies steps to replicate issues, ensures client expectations are managed and met, and resolves technical issues in a timely, courteous, and professional manner.

Location:
• The qualified candidate can be located in Springfield, MO or remotely throughout the US

Major Responsibilities:
• Serve as a member of the Client Services Team to identify ways to enhance client experiences with offered products
• Communicate with client campuses to provide assistance on technical implementation issues and to address technical questions
• Work closely with Client Services staff to understand and resolve new and returning clients’ technical issues
• Serve as a technical liaison between Client Services, Product, and Engineering to identify and resolve system issues
• Provide troubleshooting that leads to issue isolation, root cause analysis, bug tracking, and resolution
• Identify and escalate unresolvable problems to the Engineering team for further investigation and resolution
• Develop technical support documents for clients and Client Services staff that explain and provide guidance for the use of product/program features
• Document problems in a timely manner in order to maintain a record of accurate, precise problem symptoms and their resolutions
• Monitor assigned cases and maintain complete and accurate documentation of client interactions and case updates in the appropriate tracking system
• Deliver outstanding customer service with the goal of meeting and exceeding client expectations
• Participate in technically-focused webinars and other educational programs for clients to further explain and address questions regarding the use of program features
• Assist Sales Team, as needed, with prospective client communications, questions, and documentation preparation

Required Skills / Knowledge:
• Experience working closely with sales and/or customer service units to provide technical expertise to support external clients
• Outstanding interpersonal and verbal/written communication skills that enable ability to build relationships and trust
• Ability to adapt explanations and approaches based on client’s understanding of product, technical competency, and position on the campus
• Ability to work in a fast-paced, deadline-driven environment
• Must be able to maintain professional demeanor, level-headedness, and patience with clients during times of stress
• Demonstrated ability to think strategically, understand client needs, and provide solutions compatible with products
• Ability to work both independently and collaboratively to resolve issues and assist client to optimize use of the system
• Understanding of authentication methods (i.e., SAML and LDAP) and ability to explain authentication requirement s to clients
• Understanding of FTP processes and ability to explain and troubleshoot issues with clients
• Ability to speak in-depth to clients’ Information Technology staff about Skyfactor products and answer technical questions
• Experience writing SQL scripts
• Ability to exercise judgment within defined procedures to determine appropriate actions
• Strong analytical and problem solving skills
• Flexible schedule and on-call hours may be required

Preferred Qualifications:
• Work experience in a higher education information technology department
• Familiarity with prominent LMS and ERP systems
• Experience with Skyfactor products

Experience Needed:
• 2 years of experience as a Systems Analyst, Support Analyst, Customer Support Analyst/Engineer, or similar position

Educational Background Required:
• Bachelor’s degree
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