The primary focus of the role is to ensure our scholars and university clients have the best possible experience using Interfolio products and services. You will answer all questions related to Interfolio, educating and empowering customers to become better Interfolio users. As a member of our support team, you proactively look for solutions to problems and propose improvements if something could work better. You’re an ambassador for all internal departments, helping them be successful in their roles while driving product change. A big part of your day is going to be spent taking action on support tickets and calls, planning new outreach efforts, or putting out fires behind the scenes. Our users expect extremely high quality support and we strive to provide that in every interaction we have. We need someone with the ability to treat each issue with dedication, professionalism and fervor. Responsibilities + Triage and resolve support cases across all our products from University administrators, faculty, and staff + Coordinate and manage product escalations with stakeholders in Engineering, Sales, and Professional Services + Deliver periodic virtual trainings to University clients + Be a leader on the support team and act as mentor for newer team members + Develop a deep understanding of Interfolio’s suite of products; help create best practices for customer success (e.g. toolkits; prioritized enhancements, etc..) + Escalation ownership for complex cases routed from Support Requirements + 1-5 years experience working in customer support helpdesk or similar role for a Software-as-a-Service (SaaS) platform + Excellent organization, project management, time management, and communication skills + Demonstrated ability to troubleshoot and diagnose customer issues + Experience providing technical and/or training support for technology + Salesforce, Zendesk, JIRA, Slack or similar CRM experience + Experience testing and reporting software bugs to engineering + Demonstrated ability to cultivate strong relationships with external parties + Tenacious and entrepreneurial approach to working through product, process, and client challenges + Possess a strong interest in higher education, startups, and/or SaaS technology + Bachelor's degree in any course + Exceptional communication and presentation skills (both written and verbal) About You / Ideal Candidate Qualities + You’re smart. You’re a problem-solver who doesn’t shy away from puzzles that require extra research. You’re able to not only answer a user’s direct question, but also understand where they’re coming from and what questions they’re likely to have next. You can think critically and creatively about situations you’re presented with to ensure our users receive high-quality support across the board. You like to experiment, test, build, and tinker on your own to learn more. + You’re skilled. You write and speak well. You have the demonstrated ability to convey empathy, compassion, patience, and urgency in both written and verbal form. You take pride in the quality of your writing and are well-versed in phone etiquette with experience carrying on professional conversations. + You’re tech-savvy. You’re familiar with technology based applications. You’re familiar with different operating systems across various platforms: Windows, Mac, tablets, and phones! You’re can easily understand and learn a new interface or process. + You’re team-oriented. You’re comfortable working in groups and happy to put ego aside when searching for the best ideas. Our team is a combination of introverts, extroverts, right brains, and left brains all working hard to deliver products that scholars love to use. You enjoy working on small, agile teams and thinking creatively to find solutions We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here . Please read our Candidate Privacy Policy . We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.