Customer Support Specialist
Customer Support Specialist
Posted on :
23-05-2025
Employer Active
1 Vacancy
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Job Description
Who we are
Modern Campus is obsessed with empowering its 1800 higher education customers to thrive when radical transformation is required to respond to lower student enrollments and revenue rising costs crushing student debt and administrative complexity.
The Modern Campus engagement platform powers solutions for nontraditional student management web content management catalog and curriculum management student engagement and development conversational text messaging career pathways and campus maps and virtual tours. The result: innovative institutions can create a learnertoearner lifecycle that engages modern learners for life while providing modern administrators with the tools needed to streamline workflows and drive high efficiency.
Learn how Modern Campus is leading the modern learner engagement movement at and follow us on LinkedIn.
Whats the role
The Customer Support Specialist Role is the frontline 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 problemsolving skills will contribute to the successful operation of leading entrepreneurial schools in the nontraditional 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!
What you offer
What we offer
What we believe
At Modern Campus we believe that a diverse equitable and inclusive workplace furthers relevance resilience and longevity. We encourage people from all backgrounds ages abilities and experiences to apply for our positions. Modern Campus is proud to be an equal opportunity workplace and is committed to bring on hires regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability please let our recruiter know.
*Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range individual pay is determined by factors including jobrelated skills experience and relevant education or training.
Modern Campus is obsessed with empowering its 1800 higher education customers to thrive when radical transformation is required to respond to lower student enrollments and revenue rising costs crushing student debt and administrative complexity.
The Modern Campus engagement platform powers solutions for nontraditional student management web content management catalog and curriculum management student engagement and development conversational text messaging career pathways and campus maps and virtual tours. The result: innovative institutions can create a learnertoearner lifecycle that engages modern learners for life while providing modern administrators with the tools needed to streamline workflows and drive high efficiency.
Learn how Modern Campus is leading the modern learner engagement movement at and follow us on LinkedIn.
Whats the role
The Customer Support Specialist Role is the frontline 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 problemsolving skills will contribute to the successful operation of leading entrepreneurial schools in the nontraditional 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 metricsdriven 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.
What you offer
- 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 highpressure escalations
- Motivated hardworking and flexible
- Able to work effectively with minimal supervision in a close team environment
- Quick learner who enjoys a challenge
- While the following are not required candidates should highlight any experience they have with:
- 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
- Education industry experience
What we offer
- The base salary range* for this fulltime position is between $50000 $60000
- 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.
What we believe
At Modern Campus we believe that a diverse equitable and inclusive workplace furthers relevance resilience and longevity. We encourage people from all backgrounds ages abilities and experiences to apply for our positions. Modern Campus is proud to be an equal opportunity workplace and is committed to bring on hires regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status (for US candidates). If you require accommodations during any part of the interview process due to a disability please let our recruiter know.
*Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range individual pay is determined by factors including jobrelated skills experience and relevant education or training.
Required Experience:
Senior IC
Employment Type
Full-Time
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