uConnect is on a mission to help more people realize their potential by improving access to career resources and services - early in their lives and throughout their careers. Initially focused on the post-secondary higher education market, uConnect's All-In-One Virtual Career Center is used by schools like UCLA, MIT, and Baton Rouge Community College to radically increase student and alumni engagement with career services, and integrate career planning into the student experience, before, during and after college.
We are committed to lowering barriers to opportunity for students and recent graduates from all backgrounds. Our customers are some of the most dedicated and capable career services professionals in the world and our software helps them be even more successful in their mission of helping students.
We have created a working environment that is fun and collaborative and puts people first. We have a physical office in Cambridge, MA but operate as a remote-first organization, encouraging mobility for all employees, and to work from their chosen environment. uConnect is backed by leading education technology investors including Growth Street Partners, Strada Education and LearnLaunch.
We are looking for a Technical Support Specialist who is experienced in technical support in a complex, enterprise environment with a passion for helping customers succeed. As a member of our growing support team, you will be responsible for answering tickets in addition to triaging and resolving escalated support issues that require an extended technical skillset. You will also be responsible for supporting new client implementations with their technical needs.
You will serve as a technical liaison between non-technical peers and our engineering team at uConnect. In this role, you will become an expert in uConnect's product offerings and be able to help customers succeed by fully utilizing product features and adjusting backend systems to best suit customer needs. Additionally, you will handle some of our more advanced customer services which require additional technical experience.
Who you are:
Someone who enjoys working as part of a developing support team who is willing to share your experience and expertise as we grow. Someone experienced with support operations who could help uConnect triage and resolve escalated support issues that require an extended technical skillset. Someone comfortable serving as a technical liaison between non-technical peers and engineering with strong written communication skills. Strong analytical skills to investigate and resolve customer support tickets. Willing to go the extra mile to ensure customer satisfaction with a high level of customer empathy. Passionate about optimizing technology in an enterprise environment Able to multitask efficiently under time pressure. Someone interested in joining a remote-first company who has a comfort with handling day to day work outside of a traditional office environment
What you’ll do: Become an expert in the uConnect product offerings and understand how to utilize each feature to help clients succeed. Answer and solve support tickets in the queue effectively and quickly Where needed, hand off demonstrated platform bugs to our engineering team with thorough documentation of the issues. Assist in new customer onboardings by handling back-end systems changes such as DNS & Single Sign On configuration, SSL Certificate management, application configuration, reviewing & formatting user data, amongst others. Be the point of contact when it comes to technical escalations. Handle some of uConnect’s more advanced customer services which require additional technical experience
What we need from you : 4+ Years experience providing customer-facing technical support either handling general support issues in the networking, systems or web domains. Experience in higher education is a plus.2+ years experience working with web technologies such as html, css, javascript2+ years experience working with some type of ticketing system such as Intercom, Freshdesk, Zendesk, Jira, Service Now. Strong familiarity with Excel/GSheets. Familiarity with and interest in WordPress. Experience with data imports or migrations.
What you'll get: Great pay: $95K - $105k base. Uncapped PTO (with 15 day minimum expectation)
Remote work and flexible schedule
Medical, Dental, and Vision insurance
Company holidays including the week between Christmas and New Years
401k Retirement Plan with 3% Company Match
Paid parental leave
Being in a position to help shape our company culture and deliver on our mission.
Working in an organization that values merit over seniority, title, or past experiences.
We seek to always have the best ideas win, and for performance to always be recognized. Broad exposure to a quickly-growing start-up and lots of opportunities to have an outsized impact on our work. Being able to work with an amazing team that's highly collaborative and is constantly pushing each other to grow personally and professionally.
We are a highly driven team, motivated by pushing each other to grow personally and professionally. We've created a working environment that is fun and collaborative and puts people first. We have a physical office in Cambridge, MA, but operate as a remote-first organization, encouraging all employees' mobility and working from their chosen environment.
We offer competitive compensation and benefits and are committed to being an equal opportunity employer.
EEO Statement
Equal Opportunity Employer
uConnect is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
View The EEO is the Law poster and its supplement.
uConnect participates in E-Verify. View the E-Verify posters here.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact our Manager of People Operations, Karen Lewis at
[email protected].
