Senior Analyst, Enterprise Technical Support (Remote)

Denver, CO, United States

At Guild, we believe talent is everywhere and that opportunity should be too. We continue to have our home and headquarters in Denver, but we have embraced a distributed model of working to reach the best talent in the United States. While some roles may require proximity to our Denver office, roles based outside of our Denver office can sit in any of the following 30 states: AZ, CA, CO, CT, FL, GA, ID, IL, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

-

If you are an Internal Candidate, please apply via our Internal Job Board.

-

At Guild, we uphold our Core Values in everything we do. Our team emphasizes our Core Values in the following ways: Nurture A Learner's Mindset -using a combination of feedback and reflection to gain productive insight into personal strengths and development areas

Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives

Be an Owner - holding self and others accountable to meet commitments

Create Belonging - recognizing the value that different perspectives and cultures bring to our company

Guild is hiring a Senior Analyst, Enterprise Technical Support ! The person in this role will propose and implement tools and process improvements used to validate, triage and escalate technical support issues raised by Guild's Employer Partners, Academic Partners, and Students. The Senior Analyst will be proficient in the tools used for intake, ticketing, and workflow management across the organization.. To facilitate efficient escalation to our engineering teams, this person will also have a proven understanding of Guild's squad model and the technology domains for which each squad is responsible.

As a Senior Support Analyst, you will: Analyze and Refine technical issue escalation processes from the customer-facing teams, including client success, student support and academic partner operations

Build reports that track raised issues and identify patterns

Find opportunities for communication and/or training customer-facing teams to resolve issues prior to escalation

You are a strong fit for this role if you have:

Experience working directly on or closely with an enterprise tech support team

Good communication skills; ability to write clear and concise process documentation

Previous experience working with customer-facing teams, including incident escalation

Point to point analytical and root cause problem solving skills

Experience working and building trust with multi-functional teams

Experience with system rollouts and integration between tools, including integration tools such as Zapier

Experience with and ideas for tool creation to meet support needs

Preferred Competencies SQL reporting experience

Knowledge of the Agile software development process

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market driven, including a base salary range of $95,000-$113,750, as well as company stock options.

At Guild , we unlock the talent and economic potential of America's workforce for employees and their companies. We partner with the nation's largest employers—including Walmart, Chipotle, Discover, Hilton, Macy's, Target, and The Walt Disney Company—to create cultures of opportunity that help them attract and retain top talent, while building the workforce of the future from within. By using our proprietary Career Opportunity Platform to develop education and learning programs that work in the real-world, thousands of employees at those companies have gained the skills, knowledge, and guidance they need to build a brighter future for themselves and their families—all without paying for tuition or career services on their own.

Guild is female-founded and a certified B Corp. The company has been named to the TIME100 Most Influential Companies of 2022 list, CNBC Disruptor50 list three years in a row, Inc. Best Led Companies list, Fast Co. World Changing Ideas list and the B Lab Best for the World list among many others.

Guild is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits:

Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)

Access to a 401k to help save for the future

Open vacation policy for employees to rest and recharge

8 days of fully-paid sick leave, to take the time to heal and or recover

Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.

Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services

Education benefits and tuition assistance to help your future development and growth

PRIVACY NOTICE I understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application. I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process. Guild may share my information with such third-party service providers in connection with my application and for the start of employment. Guild will treat my information in accordance with Guild's Privacy Policy.

I have reviewed and agree to Guild's Privacy Policy as well as the privacy policies of the third-party service providers used by Guild associated with the application process. Please see the California Notice at Collection if you are an applicant that resides in the State of California.

#J-18808-Ljbffr