Customer Support Specialist, Modern Campus

• 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

Desirable

• This is a 12 to 18-month contract position
• The Customer Support Specialist Role is the front-line face of our highly regarded customer service team
• 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

• Only qualified candidates selected for interviews will be contacted