Technical Support Specialist, Modern Campus
$40-52k
Higher education management software
Be an early applicant
Higher education management software
201-500 employees
Be an early applicant
$40-52k
201-500 employees
Company mission
To unlock the value of lifelong learning for students and the institutions that serve them.
Role
Who you are
- Bachelor’s Degree in or College Diploma in Computer Science, Information Technology or a similar field
- Minimum +1 year experience working for technology related or higher education organizations or equivalent
- Exposure to web site development "hand coding"
- Exposure with HTML, XHTML, CSS, and JavaScript
- Working knowledge of PHP or ASP, or other scripting languages a plus
- Proficient with Windows and comfortable with Macintosh
- Excellent written and verbal communication skills
- Service and teamwork orientation
- Ability to think logically and communicate clearly
What the job involves
- The Technical Support Specialist provides technical support to customers for Modern Campus’ web content management system CMS, CMS, support ticket triage, and first level support for CMS and related modules
- Maintains technical expertise and knowledge of products and services offered by the company, including CMS and all available modules ‒ proficient in functionality, features, and limitations
- Provides customer service support via all channels in a timely and courteous manner. Channels include but are not limited to phone, email, and live chat
- Manages time effectively to prioritize and provide prompt responses to customer inquiries while remaining within established support boundaries
- Demonstrates a sense of ownership, urgency, and focuses primarily on the customer
- Thoroughly documents all relevant information for each case in Zendesk
- Asks appropriate questions and reviews case history to fully understand what the customer is reporting
- Applies critical thinking and sound judgment in resolving issues
- Consults relevant documentation to research information and solutions, including Zendesk, JIRA, LMS, Support Center, and internal support documentation
- Uses XSL, HTML, CSS, JavaScript, and other web programming languages to accomplish tasks
- Uses effective writing, verbal, and presentation skills in composing written materials, responding to emails, and regular interaction to solve work related problems and concerns
- Follows established escalation procedures and guidelines as appropriate, working with Modern Campus Support personnel and following directives from those in supervisor positions
Our take
Modern Campus offers a whole suite of engagement-oriented SaaS products for higher education institutions, including enrollment, communication, curriculum management, and career pathways planning.
The company’s roots go back to 1982 and the early days of web development and SaaS, but a 2019 merger between higher education CMS OmniUpdate, and Student Lifecycle Management (SLM) company Destiny Solutions, led to a 2021 rebrand as Modern Campus.
Now over 2,000 North American institutions are customers of the company, including St. Louis University and Utah Valley University. This gives an indication of Modern Campus’ relevance and strength of position in the market.
There are no signs of slowing down as Modern Campus looks to tap into increasing demand for the modernization of campus life. Since rebranding, the company has been making key acquisitions in the higher education sector to expand its own services range, including campus engagement platform Presence, and conversational text messaging platform Signal Vine.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Private stock options
- Medical and dnetal insurance
- Collaborative work environment
Company HQ
Yonge–Eglinton, Toronto, ON
Leadership
Peter Devries
(CEO)Served in a variety of Executive Leadership roles with Modern Campus, including President and COO since 2018. They earned a Bachelor of Mathematics degree from the University of Waterloo, with joint honors in Computer Science and Economics. They're also a Certified Information Systems Security Professional and Risk Management Professional, among numerous professional designations.
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