Customer Support Consultant

🔥 12 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $90k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Modern Campus

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📣 Marketing

🏥 Healthcare

💰 $59M Debt Financing - Modern Campus on 2021-06

Consulting • Marketing • Healthcare

Modern Campus is a software company that builds and delivers cloud-based solutions for higher education institutions to attract, engage, enroll, and retain learners. Their product suite includes a content management system (CMS), student engagement and co-curricular management, scheduling and curriculum/catalog management, career planning tools, conversational text messaging, and continuing education/workforce development platforms, plus professional services and support. Modern Campus focuses on enabling a modern student experience for colleges and universities through SaaS products and services that streamline operations and improve outcomes.

📋 Description

• Own end-to-end resolution of moderately to highly complex customer support tickets across the Modern Campus product portfolio • Provide Tier 2 and Tier 3 application support beyond basic Tier 1 troubleshooting • Evaluate troubleshooting options and select appropriate approaches based on customer context • Build trusted customer relationships as the primary support contact • Communicate workarounds, status updates, root causes, and resolution schedules • Maintain advanced product and process knowledge, including business workflows and customer use cases • Use SQL queries, application logs, and sandbox environments to reproduce and troubleshoot issues • Collaborate with technical teams on environment, networking, certificate, access, build, and deployment-related issues • Mentor Customer Support Specialists and Associate Customer Support Specialists through ticket reviews, pairing, and structured feedback • Coordinate customer projects and resolutions with Development, QA, Implementation, and Product teams • Document case information in Zendesk and contribute to knowledge base and internal documentation • Integrate AI and modern tooling into support execution where valuable • Contribute to customer transitions from implementation to live production support • Surface customer-reported issues and patterns to product management

🎯 Requirements

• 4+ years of customer-facing technical or software support experience, ideally in a SaaS or enterprise software environment • Excellent written and verbal communication skills with outstanding client relationship management abilities • Working knowledge of SQL and database concepts for troubleshooting via query • Working knowledge of foundational networking and security concepts, including IP addresses and ranges, DNS, SSL/TLS certificates, inbound and outbound ports, and basic firewall and WAF concepts • Familiarity with cloud-hosted application environments and architecture, including servers, databases, load balancers, content delivery networks, and AWS components • Understanding of build, deployment and release management concepts, including release versions, deployment windows, environment differences, and basic post-deployment validation • Familiarity with XML or JSON-based web services, HTML, and CSS • Experience with support tooling such as Zendesk, JIRA, and knowledge base platforms • Demonstrated ability to apply AI tools to support work and share practical applications with teammates • Experience mentoring newer consultants and contributing to support process or template improvements • Strong analytical thinking, written communication, and ability to translate complex customer situations into clear language for stakeholders • Experience supporting cloud-hosted software • Experience in higher education technology is a strong asset • Candidates must be eligible to work in the United States or Canada

🏖️ Benefits

• Remote first workplace • Rewards and recognition programs • Learning and development opportunities • Opportunity to make a difference for universities and students