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Reports to: Director of Enrole Customer Success

Candidates must be legally authorized to work in the United States. Visa sponsorship is not available for this position.

The Tier 1 Enrole Support Specialist serves as a primary point of contact for customers using the Enrole platform, providing technical support, troubleshooting assistance, product guidance, and training. The successful candidate will work closely with Customer Success, Development, Sales, and Support teams to ensure customers receive timely and effective assistance while helping maintain high levels of customer satisfaction. This role offers the opportunity to develop expertise in both the Enrole registration management platform and the Entrinsik Informer business intelligence solution.

Essential Duties and Responsibilities

• Provide first-level customer support through Zendesk, email, and Zoom
• Deliver exceptional customer service and build strong customer relationships
• Troubleshoot and resolve issues related to the Enrole suite of products
• Develop and maintain a comprehensive understanding of Enrole functionality and features
• Monitor, prioritize, and respond to customer support requests
• Research, diagnose, and resolve customer issues using testing, documentation, support history, reporting tools, and collaboration with internal teams
• Escalate critical issues to support and development teams and document findings within the ticketing system
• Participate in daily and weekly team meetings, sharing customer feedback, issues, and updates
• Communicate new product features and enhancements to customers
• Create, maintain, and improve end-user documentation and knowledge base content
• Assist with customer training as needed
• Develop working knowledge of the Entrinsik Informer business intelligence platform, including reporting, dashboards, and templated outputs
• Utilize AI-powered Informer tools to create Magic Reports and Informer Apps
• Travel occasionally to customer sites and industry conferences

Required Qualifications

• Associate's degree, bachelor's degree, relevant certification, or equivalent professional experience
• Excellent verbal, written, and interpersonal communication skills
• Strong customer service orientation and problem-solving abilities
• Ability to communicate effectively with customers through email, virtual meetings, and presentations
• Demonstrated ability to learn and apply technical concepts and skills
• Proficiency with standard business software and computer systems
• Strong organizational and time-management skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience in software support, SaaS support, or technical customer service
• Experience using Zendesk or similar help desk/ticketing platforms
• Working knowledge of HTML and CSS
• Experience with course registration, enrollment management, or learning management systems
• Experience with reporting, analytics, or business intelligence software

Knowledge, Skills, and Abilities

• Strong analytical and troubleshooting skills
• Ability to explain technical concepts to non-technical users
• Attention to detail and commitment to quality customer service
• Ability to work independently and collaboratively within a team environment
• Strong documentation and written communication skills
• Willingness to learn new technologies and business processes

Reports to: Director of Informer Customer Success

Candidates must be legally authorized to work in the United States. Visa sponsorship is not available for this position.

The ERP Report Analyst is responsible for developing, customizing, and maintaining reports and dashboards using Informer and Informer AI Assistants across Banner ERP and other higher education ERP systems. This role works closely with customers and internal teams to support data reporting needs and troubleshoot issues, and with the sales team to drive product adoption through demonstrations.

Essential Duties and Responsibilities

• Utilize Banner ERP expertise to support sales demonstrations and customer interactions
• Design and maintain reports, dashboards and data visualizations using Informer against Banner ERP systems
• Validate data accuracy and troubleshoot data-related issues for consistency
• Collaborate with customers to gather reporting requirements and translate needs into functional reports
• Apply Informer's AI-driven tools to develop customer reporting solutions
• Provide demonstrations to prospective customers as part of sales processes
• Maintain existing report bundles and develop new content based on customer needs
• Manage project timelines, deliverables, and billable hours using internal tools
• Assist in developing Managed Services offerings to customers
• Attend trade shows and customer sites for training and software promotion
• Work cross-functionally with teams to support strategic initiatives
• Participate in weekly department and cross-departmental meetings

Required Skills/Abilities

• Experience working with Banner and/or Colleague ERP databases
• Strong data analytics and reporting capabilities
• Proficiency in SQL and JavaScript; HTML experience preferred
• Strong analytical and problem-solving competencies
• Excellent interpersonal and communication abilities
• Capacity to manage multiple priorities and meet deadlines
• Experience with project management tools (e.g., Salesforce/Mission Control)
• Informer and AI experience preferred
• Willingness to travel up to 20%

Education and Experience

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent professional experience)
• Minimum 5 years of experience in data analytics, business intelligence, or related fields
• Prior experience in higher education industry preferred