SSB/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 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.
The Support Engineer (Tier 1) serves as a business and technical support resource for clients. This position must develop and maintain a deep 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 strong communicator and critical thinker, who can employ previous 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.
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:
Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve
Supports application break/fix incidents and patches existing issues.
Understands the data needs for each source integrated for clients and supports these data sets with data models.
Follows procedures and processes for troubleshooting MDM, tagging, outbound connections, and inbound connections with data models.
Understands client CRM data and supports a variety of CRM backend databases.
Assists with the admin training and procedures such as segmentation, campaign management, CRM business process, and standard reporting solutions.
Uses monitoring tools to find problems, resolve them and/or escalate to Product Development.
Works to proactively anticipate client issues and concerns and prepares solutions before they become urgent.
Defines and documents support best practices and contributes to company knowledge sharing efforts.
Understands and shares the industry's best practices in the utilization of data management, CRM and email marketing.
Bachelor’s degree or higher in computer science, information systems, engineering, statistics, or another related quantitative field.
A passion for outstanding client experience and delivering solutions that provide compelling value to our clients.
At least 1 year working in either the collegiate athletics, university advancement or professional sports industry.
At least 1 year of SQL exposure and an understanding of query building, views and stored procedures.
Prior exposure to Microsoft Dynamics CRM and/or Salesforce.com.
Strong written and oral communication skills.
Strong multi-tasking and organizational skills.
Independent self-starter with high attention to detail and the ability to deliver under
SSB believes a clean data foundation is a gateway to maximizing business performance and empowering clients with transformative knowledge. We have a holistic vision of the digital and data-driven future of Higher Education and Collegiate Sports. And the future is truly about the rich combination of people, technology, and data clarity.
We see the full picture of innovation opportunities and data-driven decision-making in the Higher Education and Collegiate Sports environment. SSB’s unique products and services deliver a clear picture of a client’s business in an elegant and simplified manner to maximize impactful business performance and realize true potential. Through market-leading data warehouse & analytics, empowering Constituent Relationship Management (CRM) technology, SSB is the market leader in fan engagement, institutional advancement, and nonprofit fund raising. We partner with collegiate sports, as well as institutions of higher education and nonprofit organizations to deliver a constituent centric, personalized experience in support of our client’s missions. Our enterprise-class cloud platform and open APIs deliver mission-critical capabilities that support camp...aign success by facilitating meaningful engagement based on rich data and keen insight.
This curated experience is underpinned by mission-critical capabilities including predictive analytics, personalized engagement, campaign management, ultimately resulting in an increase in loyalty, be it in the form of wisdom, works or wealth. SSB solutions easily integrate with existing client systems and external partners enabling an extensive and open ecosystem that leverages existing institutional investment, accelerates innovation, and delivers a frictionless personalized constituent experience.