Customer Support Consultant

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the complete resolution process for moderately to highly complex customer support tickets across the Modern Campus product suite.

• Offer Tier 2 and Tier 3 application support beyond the scope of basic Tier 1 troubleshooting.

• Assess troubleshooting alternatives and choose suitable methods based on the customer's context.

• Establish trusted relationships with customers as their primary support contact.

• Relay workarounds, status updates, root causes, and timelines for resolutions.

• Maintain comprehensive knowledge of products and processes, including business workflows and customer use cases.

• Utilize SQL queries, application logs, and sandbox environments to replicate and diagnose issues.

• Collaborate with technical teams on issues related to environments, networking, certificates, access, builds, and deployments.

• Mentor Customer Support Specialists and Associate Customer Support Specialists through ticket reviews, pairing, and structured feedback sessions.

• Coordinate customer projects and resolutions with Development, QA, Implementation, and Product teams.

• Document case details in Zendesk and contribute to the knowledge base and internal documentation.

• Incorporate AI and modern tools into support practices where beneficial.

• Assist customers in transitioning from implementation to live production support.

• Highlight customer-reported issues and trends to product management.

⛳️ Requirements

• Over 4 years of experience in customer-facing technical or software support, preferably within a SaaS or enterprise software setting.

• Exceptional written and verbal communication skills with strong client relationship management capabilities.

• Proficient understanding of SQL and database concepts for troubleshooting through queries.

• Solid grasp of foundational networking and security principles, including IP addresses and ranges, DNS, SSL/TLS certificates, inbound and outbound ports, as well as basic firewall and WAF concepts.

• Familiarity with cloud-hosted application environments and architectures, including servers, databases, load balancers, content delivery networks, and AWS components.

• Knowledge of build, deployment, and release management concepts, including release versions, deployment windows, environmental differences, and basic post-deployment validation.

• Basic understanding of XML or JSON-based web services, HTML, and CSS.

• Experience with support tools such as Zendesk, JIRA, and knowledge base platforms.

• Proven ability to utilize AI tools in support work and share practical applications with team members.

• Experience mentoring junior consultants and contributing to enhancements in support processes or templates.

• Strong analytical thinking, written communication skills, and the ability to simplify complex customer scenarios for stakeholders.

• Background in supporting cloud-hosted software.

• Experience in higher education technology is considered a valuable asset.

• Candidates must be authorized to work in the United States or Canada.

🏝️ Benefits

• Remote-first workplace.

• Rewards and recognition programs.

• Opportunities for learning and development.

• Chance to make a meaningful impact for universities and students.