Technical Support Specialist

Summary

Join Modern Campus as a Technical Support Specialist and provide technical support to customers for our web content management system (CMS). You will triage support tickets, offer first-level support for the CMS and related modules, and maintain technical expertise in our products and services. This role requires effective communication across various channels (phone, email, live chat), timely responses to customer inquiries, and thorough documentation in Zendesk. You will apply critical thinking to resolve issues, consult relevant documentation, and utilize web programming languages (XSL, HTML, CSS, JavaScript) to accomplish tasks. The ideal candidate possesses a Bachelor's Degree or College Diploma in a relevant field, along with experience in technology or higher education. Modern Campus offers a remote-first workplace, rewards and recognition programs, and learning and development opportunities.

Requirements

• Bachelor’s Degree in or College Diploma in Computer Science, Information Technology or a similar field
• Minimum +1 year experience working for technology related or higher education organizations or equivalent
• Exposure to web site development "hand coding"
• Exposure with HTML, XHTML, CSS, and JavaScript
• Excellent written and verbal communication skills
• Service and teamwork orientation
• Ability to think logically and communicate clearly

Responsibilities

• Provides technical support to customers for Modern Campus’ web content management system CMS, CMS, support ticket triage, and first level support for CMS and related modules
• Maintains technical expertise and knowledge of products and services offered by the company, including CMS and all available modules ‒ proficient in functionality, features, and limitations
• Provides customer service support via all channels in a timely and courteous manner
• Channels include but are not limited to phone, email, and live chat
• Manages time effectively to prioritize and provide prompt responses to customer inquiries while remaining within established support boundaries
• Demonstrates a sense of ownership, urgency, and focuses primarily on the customer
• Thoroughly documents all relevant information for each case in Zendesk
• Asks appropriate questions and reviews case history to fully understand what the customer is reporting
• Applies critical thinking and sound judgment in resolving issues
• Consults relevant documentation to research information and solutions, including Zendesk, JIRA, LMS, Support Center, and internal support documentation
• Uses XSL, HTML, CSS, JavaScript, and other web programming languages to accomplish tasks
• Uses effective writing, verbal, and presentation skills in composing written materials, responding to emails, and regular interaction to solve work related problems and concerns
• Follows established escalation procedures and guidelines as appropriate, working with Modern Campus Support personnel and following directives from those in supervisor positions

Preferred Qualifications

• Working knowledge of PHP or ASP, or other scripting languages
• Proficient with Windows and comfortable with Macintosh

Benefits

• The base salary range* for this full-time position is between $40,000 - $52,000
• Remote first workplace!
• Rewards and recognition programs
• Learning and development opportunities