Customer Support Specialist
Kuali Inc
- New York, New York, United States
- New York, New York, United States
À propos
About the Role Kuali’s Customer Support Specialists form part of the integrated Customer Success team, collaborating with project managers, functional consultants, customer success managers, engineers, and product colleagues. In this role you will help customers maximize our software’s value, resolve issues, and document best practices. You will also share insights with the team to improve product design. This is a fully remote position.
Key Responsibilities
Respond to incoming support tickets within the defined SLA timeframe.
Prioritize issues based on severity, end‑user impact, and customer relationship.
Troubleshoot and investigate customer questions or product issues promptly.
Seek assistance when issues require additional expertise.
Communicate findings clearly to customers, ensuring all concerns are addressed.
Deepen knowledge of our software to provide accurate solutions.
Stay current with newly released features and products.
Maintain self‑sufficiency in handling support queries independently.
Analyze problem causes and devise short‑ and long‑term remedies.
Own issues through to full resolution, coordinating with relevant parties.
Create and update system documentation for the support portal.
Assist in retesting code fixes when required.
About You
Alignment with Kuali’s values : Curiosity, openness, accountability, and a commitment to delivering amazing experiences.
Resourceful executor : Translate broad vision into actionable steps from planning through implementation.
Calm under pressure : Handle shifting priorities, ambiguity, and rapid changes with resilience.
Collaborative and influential : Build trust quickly and communicate clearly across all levels.
Organized and detail‑oriented : Manage multiple projects simultaneously while maintaining focus on the big picture.
Remote‑friendly : Create alignment and connection across distributed teams.
Hands‑on mindset : Comfortable being the last resort doer in a resource‑constrained setting.
Experienced leader : Led multi‑disciplinary projects where responsibility lay squarely with you.
Ideal Candidates Have Experience With
Delivering SaaS solutions.
Providing enterprise software support; 3+ years in a similar role.
Multi‑tasking effectively in a fast‑paced environment and mastering support tickets.
Exceeding product SLAs consistently.
Extensive software testing across all critical areas.
Strong verbal and written communication, asking the right questions to understand customer needs.
Proactive and sensitive to customer needs.
Passionate about helping customers achieve their missions.
Growth mindset and eagerness to learn.
Flexible: able to work independently, cross‑functionally, and on multiple initiatives concurrently.
Motivated self‑starter focused on results.
Strong teamwork and relationship‑building skills.
Bachelor’s Degree or equivalent experience.
We’d Be Delighted If You Bring Experience With
Higher education community and/or technology.
Higher education office experience in research, academic operations, or business continuity.
Use of Kuali software.
Collaboration with software engineers to solve problems creatively.
Influencing product development through domain expertise.
Experience with Zendesk, Asana, JIRA, Churnzero, or AI language models such as ChatGPT.
Perks
Work with smart, passionate people building a high‑growth SaaS company.
Flexible remote work with no expectation to return to an office setting.
Exceptional benefits: 100% company‑paid medical and dental insurance.
100% 401(k) matching up to 4%.
Paid maternity/parental leave.
Flexible PTO with no accrual limits.
Support for ongoing learning and skill development.
Recognition platform for meaningful incentives.
Company retreats for connection and collaboration.
Kuali does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.
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Compétences linguistiques
- English
Avis aux utilisateurs
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