Application Support Specialist
Be the point of contact between a market-leading company and renowned universities
Destiny Solutions is seeking an enthusiastic and motivated software application support specialist who will support great relationships with our customers at schools like Stanford, Duke, Penn State, Georgetown, UC Berkeley and the University of Toronto.
- The Role:
This role is the perfect marriage of your technical aptitude and communication skills. You will work with a dedicated team in a passionate and collaborative environment interacting with both business and technical team members. Your organization, prioritization, communication and problem solving skills will contribute to the successful operation of leading entrepreneurial schools in the non-traditional education sector.
- The Market:
The higher education market is looking at huge growth, and so are we. Schools are looking to revolutionize how they do business and how they engage with students and our software is a game changer. Destiny Solutions already has an impressive roster of clients and a very highly-regarded product. Our clients are amongst the top universities in the world and are arguably the most forward thinking in the industry.
- The Knowledge
We believe that in order to serve the higher education market, we need to be specialists in it. In this role you will not just be an expert in our product, you will engage in a discussion about best practices in non-traditional higher education. You will be exposed to industry thought leadership through our customer community and you will have an opportunity to actively educate our customers as a result.
Roles and Responsibilities
- Support the Destiny Solutions suite of software
You will represent the company to our customers. You will acknowledge inbound communication of support issues from customer email, ticket system entry or phone as well as any issues identified by our automated monitoring. You will ensure all required information is taken in regarding the ticket and use that information to attempt to resolve or identify the issue. You will accomplish this by:
You will clearly and professionally communicate with customers regarding the status and identification of the issue, including suggested workarounds. By adhering to client service level agreements and participating in testing new releases you will be a critical component of the trusted partnership we have with our customers.
- Leveraging documentation
- Researching related issues
- Querying the data
- Reviewing application logs
- Attempting to reproduce the issue
- Actively participate in continuous improvement of support processes
All team members are actively engaged in projects to innovate, improve upon, and measure the success of our processes. Strategic process development is a fundamental part of the Destiny Solutions culture (and budget). As a member of the team, your opinion and input are imperative to how we grow and evolve as a world-class support team.
- Engage in a vibrant customer community
Our customers are constantly seeking information on industry and product best practices. They love to share knowledge about their issues and successes. We are proud to be a part of such a collaborative and supportive community. You will use the community as a tool to educate customers on expected product behaviour and leverage other users as support resources. Additionally you will have the opportunity to act as a contributor to the community and to engage with users.
- Participate in the product development process
As a member of the support team you will gain unique insight into the needs and issues facing customers. This knowledge is part of an important feedback loop to the product management and quality assurance teams identifying product gaps and ensuring high quality deliverables. Through this process you will contribute to the development of new features and enhancements to our suite of products.
Skills & Qualifications
The ideal candidate for this role is resourceful, has a strong sense of composure, a knack for just getting things done, and a drive to deliver a fantastic customer experience!
Top candidates will possess:
- Education: University Degree
- 1+ years of experience in a customer facing technical/software support role
- Other beneficial experience would include:
- Exposure to Java
- Working knowledge of accounting/finance concepts
- Familiarity with Crystal Reports (or similar software)
- Experience supporting cloud hosted software
- Experience with XML based web services
- Education industry application experience
- New graduates with the right skills and motivation may be suitable for the position and are also encouraged to apply
- Time management
- Strong written and verbal communication
- Troubleshooting, critical thinking
- The ability to remain organized and prioritize effectively when the pressure is on
- Working knowledge of SQL
Please email your resume to firstname.lastname@example.org and make sure to include the JOB TITLE “Application Support Specialist” in the subject of your message. Please include your salary expectations as part of your submission.
We are an equal opportunity employer. We thank you for your interest and look forward to hearing from you.
Please note that ONLY QUALIFIED CANDIDATES will be contacted for this opportunity. We are growing and do however welcome you to send your resume for future opportunities and/or other roles for which you might be a better fit.
About Destiny Solutions
Destiny Solutions is a team of exceptional people helping global citizens access non-traditional post-secondary learning experiences. Our teams create technology that lets colleges and universities manage their growth as they strive to educate the world. We innovate, we empower, and we improve. Right now, we need more exceptional individuals to help us keep doing it. Join Destiny Solutions where your opinion matters, your experience is valued and interesting work will be part of your daily routine. Take the next step in your career with us and be a major contributor to building the next-generation of continuing education business solutions.