Customer Support Specialist, Modern Campus
$50-60k
Higher education management software
Job no longer available
Higher education management software
201-500 employees
Job no longer available
$50-60k
201-500 employees
Company mission
To unlock the value of lifelong learning for students and the institutions that serve them.
Role
Who you are
- 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
- While the following are not required, candidates should highlight any experience they have with:
- Familiarity with Zendesk or Jira
- Experience with SFTP
- Education industry experience
What the job involves
- The Customer Support Specialist Role is the front-line face of our highly regarded customer service team
- This role will focus on our Message product, a Student Engagement conversational text messaging platform
- This person will work with a dedicated team in a passionate and collaborative environment interacting with both business and technical team members, as well as our customers
- Your prioritization, attention to detail, communication and problem-solving skills will contribute to the successful operation of leading entrepreneurial schools in the non-traditional education sector
- We are looking for the type of person that thrives under pressure to resourcefully deliver solutions that delight our customers
- This person will bring a combination of methodical problem solving and creative thinking to address issues that come from a wide variety of product areas, business drivers and levels of experience
- In this role, you will be given an opportunity to be a major contributor to the trusted partnership we have with our customers, with a direct impact on our high levels of customer satisfaction, “reference ability” and retention
- Come join us at Modern Campus, where your opinion matters, your experience is valued and interesting work is part of the job!
- Customer Communication: Front line representative of the customer service team and the company, using clear and professional communication to convey the status and nature of the issue, including suggested workarounds
- Issue Acknowledgement: Track and respond to inbound communication of support issues from customer email, ticket system entry or phone as well as any issues identified by our automated monitoring
- Severity Assessment: Ensure required information is taken in regarding the ticket and use that information to prioritize the ticket, attempt to resolve, or route to appropriate owner
- Identification: Leverage documentation, customer questions, related issues, SQL Queries, application logs and sandbox environments to reproduce, troubleshoot and understand the issue
- Gather details and document issues appropriately with attention to detail and clear communication
- SLA Adherence: Uphold our customer commitments as part of a metrics-driven team with clear goals that contribute to high levels of customer satisfaction
- Subject Matter Expertise: Develop knowledge of the product, modules, industry to become a resource to customers, other team members and other teams
- Customer Advocacy: gain unique insight into the needs and issues facing customers as part of an important feedback loop, ensuring high quality deliverables
Application process
- Only qualified candidates selected for an interview will be contacted
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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