Position Details

Type Full-Time

Experience mid

Exp. Years 3+ years

Education Bachelor’s Degree or equivalent work experience

Category Sales & Business Development

About this role

Customer Support Specialist at KualiCo supports higher education customers in using our SaaS software, handles tickets within SLA, and collaborates with cross-functional teams to improve the product.

Key Responsibilities

Respond to incoming support tickets within SLA
Manage prioritization of issues based on severity
Troubleshoot and investigate issues
Document knowledge for support portal
Work with product and engineering to improve software

Technical Overview

Role involves troubleshooting software questions, maintaining documentation, and expanding knowledge to support remote customers; familiarity with Zendesk, JIRA, Asana, and ChurnZero.

Ideal Candidate

The ideal candidate is a mid-to-senior level SaaS customer support professional with 3+ years enterprise software experience, strong communication, and familiarity with Zendesk/JIRA/ChurnZero/ChatGPT, capable of working remotely and meeting SLAs.

Must-Have Skills

3+ years experience providing support for enterprise softwareDelivering Software as a Service (SaaS) solutionsExperience with ZendeskJIRAAsanaChurnZeroAbility to multi-taskStrong communication skillsBachelor's degree or equivalent work experience

Nice-to-Have Skills

Higher Education knowledgeExperience with Zendesk/Asana/JIRA/ChurnZero/ChatGPT

Tools & Platforms

ZendeskAsanaJIRAChurnZeroChatGPT

Required Skills

SaaSenterprise softwareticketing systemSLAZendeskJIRAAsanaChurnZeroChatGPTAI language modelsremote workcustomer serviceproblem-solvingcommunication

Hard Skills

SaaSenterprise softwareZendeskAsanaJIRAChurnZeroAI language modelsChatGPTTroubleshootingTicketing systemSLA management

Soft Skills

curiosityopennessaccountabilityhumilitycollaborationrelationship-buildingorganizeddetail-orientedtime management

Industry & Role

Industry Education Technology

Job Function Assist customers in using SaaS software, troubleshoot issues, and document best practices to improve product value.

Role Subtype Customer Support Specialist

Tech Domains Zendesk, JIRA, Asana, ChurnZero, ChatGPT, AI language models

Keywords for Your Resume

Customer Support SpecialistKualiSaaSSoftware as a Serviceenterprise softwareticketing systemSLAZendeskAsanaJIRAChurnZeroChatGPTAI language modelsremotedistributed workHigher Educationcustomer successsupport portaldocumentationcross-functionaleducation technologycustomer service

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