Regent Education

Technical Support Analyst

2 months ago
# of Openings
Customer Service/Support


The Regent Client Support team has a proven track record of delivering exceptional support.  Regent is seeking an experienced, motivated and detail-oriented Technical Support Analyst to join our Client Support team in Frederick, MD.  The primary responsibilities are to triage client requests, resolve when possible and escalate when needed.  This is a unique and exciting opportunity for a technical support professional with client support experience to contribute to a rapidly expanding support organization.



The roles and responsibilities of the Technical Support Analyst (TSA) will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within the Regent Client Support organization.


To meet these objectives, the TSA tasks will include, but not be limited to, the following:

  • Understand and master the Regent Education suite of products
  • Supporting directly the Regent application regarding analytical troubleshooting and issue resolution
  • Answer tickets submitted by the Client regarding software issues such as product problems, training questions, and enhancement requests
  • Developing self-help FAQs including troubleshooting steps, how-to documents, best practices, workarounds to known issues, etc.
  • Identify and solve issues using a variety of methods including SSH, WebEx, GTM, web interface, telephone, and email
  • Provide superior customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments
  • Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within acceptable service levels
  • Collaborate extensively with peers, Tier II, Technical Support Account Managers, and members of the escalation team to resolve issues while actively contributing to a growing knowledge network
  • Work to improve the effectiveness of our team and the information available for our customers


  • Excellent written and communication skills
  • Knowledge of the full Financial Aid Cycle Process preferred
  • Front-end software troubleshooting and configuration
  • 2+ years of experience in Support and/or Client Management and/or Project Management preferred
  • Ability to work on more than one ticket at once, while not losing effectiveness
  • Experience managing clients in a hosted environment preferred
  • Demonstrated ability to manage multiple resources in a high-interrupt environment


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