Client Support Associate

Who We Are:
HelioCampus was founded with the purpose of helping college & university leaders navigate today’s growing pressures. As one of EdTech’s most steadily growing companies, our roots in higher ed ground us in the critical nature of this work.

What We Do:
We help our clients navigate today’s high stakes with data and Institutional Performance Management practices. Together with our clients, we chart a path to sustainability by borrowing practices from the most successful businesses.

How We Do It:
We approach our work with a “we’re on it” attitude that the higher ed community has come to know and expect from our team. We’re data geeks to our core, committed to simplifying the toughest challenges and operating with transparency. Our most successful team members are change agents who love a challenge.

How You'll Help:
You will provide excellent customer service and support to clients or customers of a company. Your role is crucial in ensuring that clients have a positive experience, addressing their inquiries, issues, and concerns promptly and effectively.

What You Will Do:

• Deliver outstanding support to assessment clients. Communicate primarily through email and ticket updates,but may also require virtual conferencing.


• Create and maintain strong client relationships.


• Gain expert level knowledge of HelioCampus’s assessment platform so that you can efficiently and effectively solve clients’ problems.


• Create and maintain accurate records of client interactions through our support platform.


• Evaluate, recommend, and sometimes test platform changes to improve client adoption and satisfaction.


• Collaborate closely with other teams at HelioCampus on escalated requests, ultimately serving as a client advocate

You Will Be a Good Fit For This Role If You Have:

• A bachelor's degree from an accredited institution


• An energetic and eager mindset to take initiative in a fast-paced and changing environment


• Strong skills in interpersonal, verbal, & written English communication and time management


• Ability to quickly gain expertise with complex technology


• Ability to interact with and effectively work with multiple team members


• Ability to initiate and complete tasks independently without close supervision


• Ability to prioritize multiple tasks without compromising quality

Nice To Have’s Include: 

• Inquisitive attitude, strong research skills, and “do the homework” mentality


• Previous experience in a SaaS company, higher education, or Ed Tech


• Prior experience in a start-up environment


• Ability to think on the fly and be analytical


• Experience with tools such as Excel, PowerPoint, Google Suite, Jira, and search engine navigation

Location:

This specific role is fully remote.

Working Hours: 

The working hours for this role align with the United States, East Coast: 9:00am-6:00pm ET.

Compensation and Benefits:

Flexible work schedule, 18 PTO days plus 15 paid holidays, medical coverage, parental leave, company events, referral bonus, professional development opportunities, and home office perks.

What We Believe:
HelioCampus is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Disclaimer:
The list of responsibilities described above is not comprehensive. Other tasks not mentioned here may be required.  Changing business conditions may trigger changes to job responsibilities.  This job description is not an employment contract.

Physical Qualifications:

This position requires the following physical qualifications to support a productive remote work environment. We are dedicated to providing reasonable accommodations for individuals with disabilities to perform the essential functions of this role. If you require accommodations, please discuss this during the application process.

Vision: Sufficient visual acuity to read documents, view computer screens, and engage in tasks that require attention to detail.

Hearing: Ability to communicate effectively in person (as applicable) and via phone or video conferencing, ensuring clear understanding of verbal instructions.

Fine Motor Skills: Proficient use of hands for typing, using a mouse, and managing office equipment such as printers and scanners.

Lifting: Occasional lifting of up to 10 pounds (e.g., office supplies or equipment).