Customer Support Specialist

Customer Support Specialist

About the Role

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. You’ll 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. This is a fully remote position.

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. We are poised for high growth.

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
• Drive outcomes

At Kuali, we learn from and teach each other, we practice transparency and empathy, we delight in delivering value to our customers, and we WIN!

We’ve embraced distributed work for years-it’s part of who we are. Many of our employees work remotely across the U.S., from Massachusetts to Seattle, while others collaborate in person at our office locations. We’re intentional about creating a healthy, connected culture no matter where you work.

What you’ll be responsible for

• 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.

About you

• You align with Kuali’s values: You model curiosity, openness, accountability, and a commitment to delivering amazing experiences.
• You’re a resourceful executor: You take broad vision, collaborate on strategic priorities, and own the steps required to make it real, from planning to hands-on implementation.
• You’re calm under pressure: You can handle shifting priorities, ambiguity, and fast-changing situations with resilience.
• You’re collaborative and influential: You build trust quickly and communicate clearly across all levels of the organization.
• You’re organized and detail-oriented: You can manage multiple projects at once without losing sight of the big picture.
• You thrive in remote environments: You know how to create alignment and connection across distributed teams.
• You roll up your sleeves: You’re comfortable being the ‘doer of last resort’ in a resource-constrained environment.
• You have broad experience: You’ve independently led multi-disciplinary projects in resource-constrained environments where the buck stopped with you.

Ideal candidates have experience with:

• 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. 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 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.

We’d be delighted if you bring experience with:

• 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)

Perks

• The opportunity to work together with smart, passionate people building a high growth, highly profitable SaaS company
• Flexible remote work with no expectation of returning to an office setting
• A truly exceptional benefits package, including 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.

Kuali has been voted a top place to work for 9 years by the Salt Lake Tribune. In 2024 TIME Magazine honored us by naming Kuali to their list of the World’s Top EdTech Companies, ranking us #99 overall and #37 in the US.

At Kuali, we value and respect individuals from all backgrounds, recognizing that a rich tapestry of experiences and perspectives fuels our success as a company and enriches our collective human experience