Application Programming Interface (API), Best Practices, Communication Skills, Customer Relations, Detail Oriented, Documentation, Ecosystems, Higher Education, Identify Issues, Knowledge Base, Operational Support, Problem Solving Skills, Process Development, Retail, Secure/SSH File Transfer Protocol (SFTP), Single Sign-On (SSO), Support Documentation, Technical Support, Testing, Time Management, Training/Teaching, eCommerce
Position Overview
Follett Higher Education is a leading educational service provider and omnichannel retailer, providing students, faculty, staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America.
The Integrations Support Specialist is responsible for providing Tier 2 technical support for Follett's integrations ecosystem, including Follett Integrations, Follett Willo, and legacy connectors. This role focuses on diagnosing, troubleshooting, and resolving integration-related issues across SIS, LMS, SSO, LTI, SFTP/file-based exchanges, APIs, and related data flows.
This role works within established processes and escalation paths to resolve technical issues, ensure system stability, and support the successful operation of customer integrations. The Specialist partners closely with internal teams to ensure the timely resolution of issues and accurate documentation of support activities.
Success in this role requires strong technical troubleshooting skills, attention to detail, and the ability to work effectively in a fast-paced, queue-driven support environment.
Responsibilities
Integration Support & Issue Resolution:
- Provide Tier 2 technical support for integration-related issues across LMS, SIS, SSO, LTI, SFTP/file-based transfers, APIs, and related systems.
- Investigate, troubleshoot, and resolve configuration, data, and connectivity issues within defined processes and escalation frameworks.
- Monitor assigned support queues and respond to incoming tickets in a timely and accurate manner.
- Use established documentation and troubleshooting guides to resolve common and known issues.
- Escalate complex or high-impact issues to senior team members or leadership as needed.
System Monitoring:
- Assist in monitoring integration health and identifying potential issues or inconsistencies in system behavior.
- Verify that data is flowing correctly between systems and troubleshoot mismatches or unexpected behavior.
- Support identification of recurring issues or anomalies in integration performance.
Process Improvement & Documentation:
- Document troubleshooting steps, resolutions, and ticket updates accurately within support systems (Zendesk, Jira, etc.).
- Communicate clearly with internal teams and stakeholders regarding issue status and resolution.
- Contribute to the knowledge base content by documenting common issues and resolutions.
- Support the development of best practices that improve scalability, consistency, and quality across integration workflows.