Modern Campus Hiring for Application Support Specialist at Ontario Full Time

The Application Support Specialist Role is the front line face of our highly regarded customer service team. It is the perfect marriage of your communication skills and problem solving ability. You 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 problem solving skills will contribute to the successful operation of leading entrepreneurial schools in the non-traditional education sector.

We are looking for the type of person that thrives under pressure to resourcefully deliver solutions that delight our customers. Bring your 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, “referenceability” and retention. Come join us at Modern Campus, where your opinion matters, your experience is valued and interesting work is part of the job!

How you’ll make an impact:
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.

What you need to succeed:
University degree in related field

1+ years of experience in a customer facing technical/software support role preferably at a SaaS and or enterprise software company

New graduates with the right skills and motivation may be suitable for the position and are also encouraged to apply

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

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 you’ll gain:
Competitive compensation and benefits

Rewards and recognition programs

Learning and development opportunities

Convenient office location

Flexible Vacation Policy

You will make a difference everyday for universities trying to grow and students trying to learn.

Preferred locations (remote candidates welcome):
Toronto, ON

St. Petersburg, FL

Camarillo, CA

Only qualified candidates selected for an interview will be contacted.

Company Overview:
Modern Campus is obsessed with empowering its 1,800+ 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 non-traditional 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 learner-to-earner 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 moderncampus.com and follow us on LinkedIn.

Modern Campus is committed to fair and accessible employment practices and are committed to providing accommodations for persons with disabilities. We will work with all applicants to determine appropriate accommodation for individual accessibility needs.

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