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Senior Technical Support Analyst (MasterLibrary)

Follett Learning

Follett Learning

IT, Customer Service
Multiple locations · Salt Lake City, UT, USA · London, UK · Texas, USA · Charlotte, NC, USA · Houston, TX, USA · Fort Worth, TX, USA · North Carolina, USA · Cleveland, OH, USA · Cincinnati, OH, USA · Research Triangle Park, Durham, NC, USA · Portland, OR, USA · Philadelphia, PA, USA · South Carolina, USA · Nashville, TN, USA · Las Vegas, NV, USA · Minneapolis, MN, USA · Boise, ID, USA · Atlanta, GA, USA · Tampa, FL, USA · Arizona, USA · Park, TX, USA · Tucson, AZ, USA · Boston, MA, USA · Chicago, IL, USA
Posted on Thursday, May 16, 2024

Position Overview

The Senior Technical Support Analyst will be support the Master Library products that are part of the Follett School Solutions product portfolio and provides product and technical support to Follett's customers, answering complex questions on function and usage of our products and resolving issues escalated by other support teams. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.


  • Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality and general usage and report issues.
  • Documents resolution processes for escalated issues and serves as a resource for other support areas
  • Identifies and pursues opportunities for mentoring and knowledge sharing.
  • Creates and updates Knowledge Base articles.
  • Partners with Training Services and Tier 3 by providing assistance in training as requested.
  • Partners with Development to research and perform root cause analysis on potential product bugs/defects.
  • Creates and delivers product specific presentations to customers as needed. May travel to customer sites to provide training and support during Go Live and other critical times during the school year.
  • Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals


  • Strong interpersonal communication skills and telephone etiquette
  • 3-5 years
  • Bachelor's degree or equivalent
  • Strong business/technical verbal and written communication skills
  • Excellent problem solving skills
  • Ability to analyze issues and use sound judgment
  • Excellent time management skills including ability to prioritize and re-prioritize ticket workload environment
  • Intermediate to strong knowledge of SQL and XML
  • Ability to work well independently or in a team environment
  • Strong leadership and organizational skills
  • 2 years supporting our software applications
  • Working knowledge of Oracle

Continual Process Improvement mindset