Customer Support Specialist

Summary

Join Modern Campus as a Customer Support Specialist and be the front-line face of our customer service team. You will work with a dedicated team, interacting with business and technical team members and customers. Your skills in prioritization, attention to detail, communication, and problem-solving will be crucial. You will resourcefully deliver solutions to delight customers, combining methodical problem-solving and creative thinking. This role offers the opportunity to be a major contributor to customer partnerships, impacting customer satisfaction and retention. Modern Campus values your opinion and experience, offering interesting work in a collaborative environment. The role involves direct customer communication, issue tracking and response, severity assessment, issue identification and resolution, adherence to SLAs, development of product knowledge, and customer advocacy.

Requirements

• Have 1+ years of experience in a customer facing technical/software support role preferably at a SaaS and or enterprise software company
• Demonstrate clear, professional quality written and verbal communication
• Possess strong critical thinking and problem solving skills
• Have working knowledge of database concepts and the ability to generate troubleshooting SQL queries
• Show pragmatic prioritization and time management skills
• Maintain composure during high-pressure escalations
• Be motivated, hardworking and flexible
• Be able to work effectively with minimal supervision in a close team environment
• Be a quick learner who enjoys a challenge

Responsibilities

• Work with a dedicated team in a passionate and collaborative environment interacting with both business and technical team members, as well as our customers
• Prioritize, pay attention to detail, communicate effectively, and solve problems to contribute to the successful operation of leading entrepreneurial schools in the non-traditional education sector
• Resourcefully deliver solutions that delight our customers, bringing a combination of methodical problem solving and creative thinking to address issues from a wide variety of product areas, business drivers and levels of experience
• 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
• Represent the customer service team and the company as a front-line representative, using clear and professional communication to convey the status and nature of the issue, including suggested workarounds
• 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
• 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
• 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
• Uphold our customer commitments as part of a metrics-driven team with clear goals that contribute to high levels of customer satisfaction
• Develop knowledge of the product, modules, industry to become a resource to customers, other team members and other teams
• Gain unique insight into the needs and issues facing customers as part of an important feedback loop, ensuring high quality deliverables

Preferred Qualifications

• Have exposure to Java
• Have working knowledge of accounting/finance concepts
• Be familiar with Crystal Reports (or similar software)
• Have experience supporting cloud hosted software
• Have experience with XML or JSON based web services
• Have education industry experience

Benefits

• Base salary range is between $50,000 - $60,000
• Remote first workplace
• Rewards and recognition programs
• Learning and development opportunities