[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Kuali builds software solutions for higher education. The Customer Support Specialist helps customers use Kuali’s software by responding to questions and issues, investigating and resolving support requests, documenting software and best practices, and sharing customer feedback with the team.

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 independently investigating issues, but also know when you need to reach out for assistance or when a question requires additional expertise
• Disseminate information gathered into a clear and consumable way to the customer, ensuring we’re 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

Skills

• You model curiosity, openness, accountability, and a commitment to delivering amazing experiences
• You take broad vision, collaborate on strategic priorities, and own the steps required to make it real, from planning to hands-on implementation
• You can handle shifting priorities, ambiguity, and fast-changing situations with resilience
• You build trust quickly and communicate clearly across all levels of the organization
• You can manage multiple projects at once without losing sight of the big picture
• You know how to create alignment and connection across distributed teams
• You're comfortable being the ‘doer of last resort' in a resource-constrained environment
• You've independently led multi-disciplinary projects in resource-constrained environments where the buck stopped with you
• Delivering Software as a Service (SaaS) solutions
• 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
• Your communication skills, both spoken and written, are renowned
• You listen and ask the right questions to understand a customer's 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 are 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
• Bachelor's Degree or equivalent work experience
• Have a background in the Higher Ed Community and/or Technology
• You've worked in a Higher Education office in the business domain of our needs for Research, Academic Operations, and Business Continuity
• You've used Kuali software
• Have experience working with software engineers to creatively solve problems
• You've helped influence product development based on your domain expertise
• Have used one or more of these technologies: Zendesk, Asana, JIRA, ChurnZero, AI language models (e.g., ChatGPT)

Benefits

• Fully remote position with no expectation of returning to an office setting
• 100% company-paid medical and dental insurance
• 100% 401(k) matching up to 4%
• Paid maternity/parental leave
• Flexible PTO — no accrual limits, no ‘use it or lose it.’ Just work with your manager to make sure the team’s covered, and take the time you need to recharge.
• Encouragement and support for ongoing learning and skill development
• Recognition platform to celebrate contributions with meaningful incentives
• Company retreats to connect, recharge, and collaborate

Company Overview