Customer Support Specialist

uConnect is on a mission to help more people realize their potential by improving access to career services for all people - early in their lives and throughout their careers. Initially focused on the traditional higher education market, uConnect's All-In-One Virtual Career Center is used by a wide range of institutions including UCLA, MIT, and Baton Rouge Community College to radically improve utilization of career services, career readiness and student outcomes. 

We're a mission-driven team working in a fun and collaborative culture which puts people first. We have a physical office in Cambridge, MA but operate as a fully remote organization, encouraging mobility, and for all employees to work from their ideal environment. uConnect is backed by leading technology investors including Growth Street Partners, Strada Education and LearnLaunch.

This contract position is for 6 months, with the potential for extension or conversion to a permanent role based on performance and company needs.

As a Support Specialist (Contractor) at uConnect, you will play a crucial role in providing exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You will work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes. 

Job Responsibilities:

• Provide email support to uConnect customers via internal ticket queue. 
• Resolve general questions, complete platform configuration and set up integrations on clients’ behalf.
• Troubleshoot and escalate issues to relevant functional teams or account owners.
• Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports.
• Maintain high standards for response and resolution times, ensuring user satisfaction.
• Collaborate with the Support Team to share trends, insights, and improve the overall user experience.
• Review documentation and flag opportunities for additional internal and external, client-facing documentation.
• Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience.

Overall Volume:

• ~30-40 tickets per day

Competencies/Required Skills:

• Ability to follow directions accurately and efficiently.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• A willingness to learn and ask questions. 
• Strong help desk skills with a focus on resolving user issues promptly.
• High attention to detail and “reading between the lines” of customer requests.
• Willingness to “roll up your sleeves” and troubleshoot issues quickly and efficiently.
• Experience configuring fields in an admin console within a SaaS product.
• Experience with DNS, SSO, .csv imports, and spreadsheets.
• Can provide a regular schedule Monday through Friday to provide consistent assistance in the support queue.

Bonus Skills:

• Familiarity with HubSpot Service Queue or similar support platforms is a plus.
• Knowledge of WordPress or previous experience using uConnect is a plus.
• Previous experience in an Enterprise SaaS Customer Support team.

What else should you know?

At uConnect, we care deeply about our people. We know that a properly incentivized and highly motivated team is critical to our success and seek to ensure our employee experience reflects that. We offer competitive compensation, including participation in a generous employee equity stock option program, a wide range of employee benefits and are always committed to being an equal opportunity employer.

Interested but not sure you're the right fit?

If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, and we welcome you to start a conversation with us. Just use the subject line: "General Interest."

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 [email protected].