About Modern Campus Modern Campus empowers institutions to move with confidence across the modern learner journey. Backed by 500 Global.
About the role
We are looking for a Customer Support Consultant to lead resolution of complex customer support issues across our Modern Campus customer base. Reporting to the Manager, Customer Support, you will own complex tickets end-to-end, build trusted relationships with the customers you support, mentor newer team members, and act as a credible voice with customers and project teams.
What they're looking for
- 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, handling support issues that require solutions beyond basic Tier 1 troubleshooting
- Operate independently within team standards, evaluating options and selecting appropriate troubleshooting approaches based on customer context
- Build trusted relationships with the customers you support, communicating workarounds, status updates, root cause identification, and resolution scheduling as their primary support contact
- Maintain advanced product and process knowledge for the products you support, including business workflows and customer use cases
- Leverage SQL queries, application logs, and sandbox environments to reproduce, troubleshoot, and understand issues
More about this role
What's the role?
We are looking for a Customer Support Consultant to lead resolution of complex customer support issues across our Modern Campus customer base. Reporting to the Manager, Customer Support, you will own complex tickets end-to-end, build trusted relationships with the customers you support, mentor newer team members, and act as a credible voice with customers and project teams. You'll bring new ideas to how the team works, raise the bar on customer communication, and translate ambiguous customer situations into clear paths forward.
- 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, handling support issues that require solutions beyond basic Tier 1 troubleshooting.
- Operate independently within team standards, evaluating options and selecting appropriate troubleshooting approaches based on customer context.
- Build trusted relationships with the customers you support, communicating workarounds, status updates, root cause identification, and resolution scheduling as their primary support contact.
- Maintain advanced product and process...
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