Slate Technology Analyst

Technology Analyst 

We are seeking energetic, self-motivated Slate professionals to join our team of higher education CRM experts, strategists, consultants, marketers, and creators. The ideal candidate will work both independently and collaboratively to provide troubleshooting services and support to a rapidly expanding client base. This role requires a drive for curiosity and a willingness to expand technical and industry knowledge. The candidate will demonstrate exceptional communication skills and the ability to build and maintain rapport with a variety of client types that use the Slate Direct service desk. This is a full-time, remote position.

Responsibilities 

• Respond to and resolve support requests received via Slate Direct, including following internal escalation paths to discover the solution and providing the client with proper external escalation paths with Technolutions when appropriate 
• Respond to and resolve live chat inquiries received from Slate Direct Boost clients 
• Schedule and engage with the client via 1:1 support calls when appropriate to resolve a request 
• Draft and publish documentation using Zendesk based on common Slate Direct request response needs 
• Identify topics for online, virtual, and in-person training opportunities and collaborate with SRT team to prepare training content and curriculum 
• Participate in client training, including SIG Slate Academy 
• Actively engage in Technolutions community forums, posting useful tips and responding to community questions 

Qualifications 

• 3+ years of Technolutions Slate implementation experience.  
• Preferred background in higher education enrollment/advancement operations, or systems support 
• Proficiency within all major modules in Slate, including fields/prompts configuration, forms, events, Scheduler, application configuration and buildout, materials, checklists, rules, Reader, decision processes, source formats, integrations, queries, reports, user permissions and origin sources.  
• Intermediate to advanced knowledge of configurable joins and Slate’s data tables. 
• Adapting to changes within Slate’s capabilities: ability to research and articulate current best practices using Slate and associated business practices.  
• Preferred SaaS custom support and troubleshooting experience using ticketing system platforms such as Zendesk.  
• Excellent verbal and written communication skills. 
• Ability to explain technical concepts to technical and nontechnical audiences. 
• Performing all work activity with honesty and integrity while placing value on the accountability of interdependence.  
• Advocating on behalf of SIG at every opportunity when appropriate in professional and personal settings. 

Pay and Benefits

• The salary range is $60,000 -$70,000
• Health, Vision, Dental & Life Insurance
• Short & Long Term Disability
• Paid Parental Leave
• 3 Weeks Vacation, Sick Leave & Paid Holidays
• 401(K) with a 5% Employer Contribution
• Pet Insurance