Customer Support Specialist

Summary

Join Modern Campus as a Customer Support Specialist and be the front-line face of our customer service team, focusing on our Message product, a Student Engagement conversational text messaging platform. 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 that delight customers, combining methodical problem-solving and creative thinking. This role offers the opportunity to be a major contributor to our customer partnerships, directly impacting customer satisfaction and retention. Modern Campus values your opinion and experience, offering interesting work in a supportive environment.

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
• Quick learner who enjoys a challenge

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 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

Preferred Qualifications

• Familiarity with Zendesk or Jira
• Experience with SFTP
• Education industry experience

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