Customer Support Specialist

September 19

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Modern Campus

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Powering the Learner-to-Earner Lifecycle.

Student Information System • Student Registration System • Curriculum Management Platform • Student Management System • Non-Traditional Higher Ed

201 - 500

Description

• Customer Communication: Front line representative of customer service team. • Issue Acknowledgement: Track and respond to inbound communication of support issues. • Severity Assessment: Ensure required information is taken in regarding the ticket. • Identification: Leverage documentation and customer questions for troubleshooting. • SLA Adherence: Uphold customer commitments as part of a metrics-driven team. • Subject Matter Expertise: Develop knowledge of product and industry. • Customer Advocacy: Gain insight into customer needs for feedback.

Requirements

• 1+ years of experience in a customer facing technical/software support role preferably at a SaaS and or enterprise software company • Clear, professional quality written and verbal communication • Strong critical thinking and problem solving skills • Working knowledge of database concepts and the ability to generate troubleshooting SQL queries • Pragmatic prioritization and time management • Composure during high-pressure escalations • Motivated, hardworking and flexible • Able to work effectively with minimal supervision in a close team environment • Quick learner who enjoys a challenge • Exposure to Java (not required) • Working knowledge of accounting/finance concepts (not required) • Familiarity with Crystal Reports (or similar software) (not required) • Experience supporting cloud hosted software (not required) • Experience with XML or JSON based web services (not required) • Education industry experience (not required)

Benefits

• Remote first workplace – our employees get things done! • Rewards and recognition programs • Learning and development opportunities