.Together we are powering the future of Higher Education:Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.About the Opportunity:ICG collaborates within a highly trained technical team to provide first-tier product support and improve efficiencies through the standardization of processes that Customer Success was built upon. The ICG specialist aligns cross-divisional resources around implementation projects, diagnoses and resolves functional client issues, identifies critical trends, and participates in queue calibration processes by evaluating and managing incoming case volume.As the initial contact point for Ellucian's internal and external customers, the ICG specialist is responsible for the execution of case management activities that ensure maximum resource utilization and quality support delivery.**Where you will make an impact**- Help customers articulate the product specifications that will advance institutional performance; merge product guidance with business objectives to ensure customer's desired outcomes are met or exceeded.- Proactively manage the eCRM queue of customer support issues; Utilize product knowledge and expertise to own and resolve functional issues, how-to questions, navigation issues, and answer general questions.- Provide guidance on product usability within business best practices, ensuring proper handoff to the next level of support is performed when necessary; Review and propose additional service offerings to customers when appropriate.- Work cross-divisionally with Professional Services, Project Management Office/PMO, Cloud Operations, AE/Sales, Customer Success Services to ensure milestone consideration, unit collaboration and effective resource assignments.- Make initial contact to perform diagnostics; define and isolate the problem and determine the source of error; provide comprehensive case updates with detailed technical descriptions.- Monitor multiple case tracking systems to guide the progression of client issues with cross-divisional ownership; act as an information liaison to ensure cases are escalated as necessary, customers are provided consistent and meaningful status updates, and Action Line technical staff receive cross organizational feedback.- Review cases to differentiate between in-scope maintenance issues and non-scope billable opportunities, route customers to the appropriate materials, stakeholder(s), team(s) and/or queue(s).- Prevent duplicate efforts by analyzing incoming case volume for thematic issues and identifying internal knowledge gaps