Offer summary

Qualifications:

Bachelor’s Degree or College Diploma in Computer Science, Information Technology, or a similar field., Minimum of 1 year experience in technology-related or higher education organizations., Exposure to web development and proficiency in HTML, CSS, and JavaScript., Excellent written and verbal communication skills with a service-oriented mindset..

Key responsabilities:

Provide technical support for Modern Campus’ web content management system and related modules.

Manage customer inquiries through various channels, ensuring timely and courteous responses.

Document all relevant information for each case in Zendesk and follow escalation procedures as needed.

Utilize web programming languages to resolve issues and consult documentation for solutions.

Job description

Who we are…
Modern Campus empowers 2,000+ higher education institutions to thrive when transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt, and administrative complexity.
The Modern Campus learner-to-earner lifecycle platform power solutions for web content management, conversational text messaging, catalog and curriculum management, career pathways, student engagement and development, and non-traditional student management. The result: innovative institutions engage their modern learners for life, while providing modern administrators with the tool needed to streamline workflows and drive high efficiency.
Learn how Modern Campus is leading the modern learner-to-earner movement at moderncampus.com and follow us on LinkedIn.
What’s the role?
The Technical Support Specialist 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.

What you offer…

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
Working knowledge of PHP or ASP, or other scripting languages a plus
Proficient with Windows and comfortable with Macintosh
Excellent written and verbal communication skills
Service and teamwork orientation
Ability to think logically and communicate clearly

What we offer…

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

Only qualified candidates selected for an interview will be contacted.
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 job-related skills, experience, and relevant education or training.

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