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Customer Support Specialist

Kuali Lehi, UT

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Who are we?

Kuali builds software solutions for higher education. We help our customers colleges & universities focus on providing a fantastic education to students by decreasing their administrative costs. We work in a competitive space, ripe for innovation, with users ready to be delighted.

Our culture

As a company, we are guided by our cultural values:

  • Iterate to evolve
  • Cultivate openness
  • Act with accountability
  • Assume the best
  • Practice humility
  • Deliver amazing experiences
  • Make mistakes

As team members at Kuali, we learn from and teach each other, we practice transparency and empathy, and we delight in delivering value to our customers.

Everyone should love their work.

Kuali has been voted a top place to work for 4 years in a row by the Salt Lake Tribune. We also made Forbes' list of America's Best Startup Employers for 2020. Not too shabby.

Job Description

You will be part of the integrated Kuali Customer Success team, working closely with Project Managers, Functional Consultants, Customer Success Managers, Customer Success Engineers, and Product colleagues, who are focused on helping customers get the most value from their investment in our software, and the team-members who design and build our products.

At Kuali, a Customer Support Specialist is responsible for assisting our customers in using our products to effectively manage the complex needs of higher education. Youll do this by being responsive to our customers when they have questions about how best to use our software, run into issues they need help with, and documenting our software and best practices. This includes investigating system questions or issues so you can provide timely responses and/or resolutions back to our customers. Your communication skills and ability to build lasting relationships with these clients will ensure they have everything they need to have a great experience using our software. You take what you learn from working with our customers and share that with the entire team in order to improve our product.

Requirements

Your Responsibilities

  • Respond to incoming support tickets within our defined SLA timeframe.
  • Manage prioritization of issues by taking into account severity of issue, end user impact, customer relationship, etc.
  • Troubleshoot and investigate issues or questions that customers submit in a timely manner.
  • Do due diligence in investigating an issue independently but also know when you need to reach out for assistance or require additional expertise.
  • Disseminate information gathered into a clear and consumable way to the customer and ensure were addressing all questions/concerns in our response.
  • Continue to deepen your knowledge and understanding of our software so you can respond accurately to customer questions or issues.
  • Stay up to date with our continuously delivered products and features so you can provide support to our customers.
  • Continually strive to be self-sufficient and able to handle/manage support issues that arise.
  • When testing and troubleshooting an issue, think through possible causes, solutions, workarounds, and any short/long term steps that need to be taken to resolve.
  • Take ownership of issues and follow up as necessary with the appropriate parties until full resolution is achieved.
  • Assist in creating system documentation for our support portal.
  • Occasionally help retest code fixes related to customer support issues.

About You...

  • Have a background providing support for enterprise software; at least 3 years.
  • Ability to multi-task effectively in a fast-paced environment and tame support tickets with the best of them.
  • Have contributed to a culture of meeting or exceeding product SLAs.
  • Know how to thoroughly test software. Push every button and peer into every corner.
  • Your communication skills, both spoken and written, are renowned. You listen and ask the right questions to understand a customers needs.
  • You are proactive and sensitive to customer needs; some even suspect you may be a mind reader.
  • Are passionate about your role in helping customers achieve their missions, and ready to dig in and solve problems.
  • You live in a growth mindset with an enthusiasm for learning.
  • You are flexible and can work independently, cross-functionally, and on multiple initiatives at the same time.
  • You are a motivated self-starter with a determination to get results.
  • Your peers and previous colleagues would describe you as a great team player because of your strong interpersonal skills and ability to build relationships.
  • Bachelors Degree or equivalent work experience.


Wed be delighted if you bring experience with...

  • Have a background in Higher Ed Community and/or Technology
  • Youve worked in a Higher Education office in the business domain of our needs
  • Youve used Kuali software
  • Have experience working with software engineers to creatively solve problems.
  • Youve helped inform product development based on your domain expertise.
  • Have used one or more of these technologies: Zendesk, Asana, JIRA, Churnzero

Benefits

  • Top-of-the-line equipment of your choice to get your job done
  • A truly exceptional benefits package including full premium coverage for employee and dependent medical and dental care
  • 401(k) matching
  • Employee profit sharing
  • Paid Maternity/Parental leave
  • All the paid time off you need (just work it out with your manager)
  • Allowance for continuing education, conferences, and/or training
  • Space to work on self-driven projects during quarterly hack weeks
  • Employee resource groups and community events.

Kuali

Address

Lehi, UT
USA

Industry

Business

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