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Application Support Specialist

The Company

With headquarters in Toronto, and staff in both Canada and the U.S., Destiny Solutions (www.destinysolutions.com) already has an impressive roster of clients and a very highly-regarded product. Our clients are amongst the top universities and colleges and are arguably the most forward thinking in the industry. It is worth noting that they believe in us so strongly that they trust us with their business-critical operations. We are now expanding into new markets within the non-traditional higher education space and building trust across other divisions. With over 75 clients and rising each month, Destiny will continue to grow organically for years to come.

We believe that in order to serve higher education, we need to be specialists in it. Destiny Solutions staff are amongst the foremost experts in non-traditional higher education and take an active role in educating the industry through our robust content library and our digital publication, The EvoLLLution (www.evolllution.com). Because of our intimate knowledge of the industry, we are able to craft a product that offers best practices and speaks specifically to the unique needs of higher education leaders.

In 2018, Destiny was purchased by The Riverside Company, one of the most pre-eminent private equity partners in the world. With Riverside’s financial backing, Destiny will continue to invest in its flagship product and will look to grow through additional product offerings and acquisitions as well.

The Market

The market is looking at huge growth, and so are we.  You will contribute to the growth of our company, and of the institutions we serve.  We operate on a business model where we do well when our clients do well and we believe in making an impact in this formative industry.

The Opportunity

The Application Support Specialist Role is the front line face of our highly regarded customer service team. It is the perfect marriage of your communication skills and problem solving ability. You will work with a dedicated team in a passionate and collaborative environment interacting with both business and technical team members, as well as our customers. Your prioritization, attention to detail, communication and problem solving skills will contribute to the successful operation of leading entrepreneurial schools in the non-traditional education sector.

We are looking for the type of person that thrives under pressure to resourcefully deliver solutions that delight our customers. Bring your combination of methodical problem solving and creative thinking to address issues that come from a wide variety of product areas, business drivers and levels of experience.In this role, you will be given an opportunity to be a major contributor to the trusted partnership we have with our customers, with a direct impact on our high levels of customer satisfaction, “referenceability” and retention. Come join us at Destiny, where your opinion matters, your experience is valued and interesting work is part of the job!

Role and Responsibilities

Role: Application Support Specialist

Location: Toronto

Reports to: VP Customer Success

Responsibilities include:·

  • Customer Communication: Front line representative of the customer service team and the company, using clear and professional communication to convey the status and nature of the issue, including suggested workarounds.
  • Issue Acknowledgement: Track and respond to inbound communication of support issues from customer email, ticket system entry or phone as well as any issues identified by our automated monitoring
  • Severity Assessment: Ensure required information is taken in regarding the ticket and use that information to prioritize the ticket, attempt to resolve, or route to appropriate owner
  • Identification: Leverage documentation, customer questions, related issues, SQL Queries, application logs and sandbox environments to reproduce, troubleshoot and understand the issue. Gather details and document issues appropriately with attention to detail and clear communication.
  • SLA Adherence: Uphold our customer commitments as part of a metrics-driven team with clear goals that contribute to high levels of customer satisfaction
  • Subject Matter Expertise: Develop knowledge of the product, modules, industry to become a resource to customers, other team members and other teams
  • Customer Advocacy: gain unique insight into the needs and issues facing customers as part of an important feedback loop, ensuring high quality deliverables.

Requirements and Qualifications

  • University degree in related field
  • 1+ years of experience in a customer facing technical/software support role preferably at a SaaS and or enterprise software company
    • New graduates with the right skills and motivation may be suitable for the position and are also encouraged to apply
  • Clear, professional quality written and verbal communication
  • Strong critical thinking and problem solving skills
  • Working knowledge of database concepts and the ability to generate troubleshooting SQL queries
  • Pragmatic prioritization and time management
  • Compsure during high-pressure escalations
  • Motivated, hardworking and flexible
  • Able to work effectively with minimal supervision in a close team environment
  • Quick learner who enjoys a challenge
  • While the following are not required, candidates should highlight any experience they have with:
    • Exposure to Java
    • Working knowledge of accounting/finance concepts
    • Familiarity with Crystal Reports (or similar software)
    • Experience supporting cloud hosted software
    • Experience with XML or JSON based web services
    • Education industry experience

*Please apply via this link: https://omniupdate.applytojob.com/apply/UIZV2NSypn/Application-Support-Specialist-Toronto

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 transforming how North American universities and colleges engage and manage “non-traditional” students and curriculum.  We create software for universities and colleges that helps them to successfully attract, manage and retain their non-traditional students. Our software platform, Destiny One™, fosters business excellence and catalyzes world-class customer engagement between educators and learners. What makes us truly unique is that our company is committed exclusively to developing innovative software for the non-traditional education market. Our software development team, comprised of professionals and subject matter experts, is the largest of its kind. We offer an incredible breadth and depth of knowledge about this unique market segment and are a trusted partner in the evolution of non-traditional higher education. We work with enterprising educators at institutions seeking opportunity in today’s turbulent times.  Our customers represent the market leaders in continuing education and lifelong learning. Some of our clients include Stanford, Duke, Penn State, Georgetown, UC Berkeley and the University of Toronto.

About OmniUpdate

We're a diverse team of passionate individuals who are dedicated to making the lives of our customers easier through technology and innovation. Our roots in the software development industry were planted back in the early 1980s, and we later entered the web content management system (CMS) market in 2001 with what would become our best-selling solution, OU Campus®—a web-based, feature-rich CMS designed specifically for the higher education community.

Since then, we've become the leading web CMS provider for higher education. With the most higher ed customers, we understand the higher education business and its challenges better than any other CMS provider. We continue to develop and offer the most innovative solutions in the industry, and we have an unwavering commitment to provide a superior customer experience, resulting in unrivaled customer retention and satisfaction. Our awards for product and customer service year after year are proof of that commitment.