Modern Campus is hiring a
Customer Support Specialist

Summary

The Customer Support Specialist role is the front-line representative of Modern Campus' customer service team, interacting with both business and technical teams as well as customers. They will prioritize, communicate effectively, troubleshoot issues, and adhere to SLAs. The ideal candidate has 1+ years of experience in a customer-facing technical support role, clear communication skills, strong problem-solving abilities, and working knowledge of databases.

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

Responsibilities

• 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 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

Preferred Qualifications

• Exposure to Java
• Working knowledge of accounting/finance concepts
• Familiarity with Crystal Reports (or similar software)
• Experience supporting cloud hosted software
• Experience with XML or JSON based web services

Benefits

• The base salary range for this full-time position is between $50,000 - $60,000
• Remote first workplace – our employees get things done!
• Rewards and recognition programs
• Learning and development opportunities
• You will make a difference every day for universities trying to grow and students trying to learn