Software Support Specialist (EdTech SaaS)

November 29, 2023
Apply Now

Job Description

Imagine a world where colleges and universities look to truly understand applicants’ full potential beyond their grades, creating fairer opportunities for education.

Now, picture these schools equipped with better tools to nurture students throughout their academic journey, leading to the successful graduation of well-trained professionals.

Think about these professionals – doctors, nurses, teachers, engineers, and more – reflecting the diverse makeup of our communities, bringing qualities like empathy, integrity, and cultural understanding into the world.

Our mission is to bring that world to life through our Admission Assessments and Program Experience products.

Acuity Insights is an EdTech company with a strong sense of purpose. We’re at a new stage of growth, with a clear vision and focus. Our roots are firmly planted in health and medical education, and we’re branching out to provide our solutions to more markets, including schools that will train and graduate the world’s future business leaders, lawyers, psychologists, and data & computer scientists.

You now have a chance to join Acuity Insights’ Customer Success team as a Software Support Specialist, where you can positively impact customers’ experience with our SaaS products and help create long-lasting customer relationships with best-in-class support.

The role is best suited to a technically proficient customer support professional experienced in supporting users of SaaS products, resolving complex software-related issues, adeptly managing escalations, and cultivating customer loyalty through positive interactions and effective relationship building.

This Software Support Specialist position is an individual contributor role and remote within Canada. It reports to Melissa Lavaire (Manager, Client Empowerment) and is part of a knowledgeable & caring Customer Support team. 

Opportunity & Impact

As a Software Support Specialist at Acuity Insights, you will empower Healthcare Education programs to get the most out of our SaaS-based Program Management & Analytics products. We built these products to meet their unique operational needs, enabling efficient management of day-to-day tasks and providing easy access to data and insights.

Your work in this role will help our customers build better programs, optimize student performance, and successfully graduate physicians, physiotherapists, veterinary technicians and other healthcare professionals.  

In this role, you can expect to: 

  • Support customers in Medical Education and across various Health Sciences programs globally. 
  • Field, prioritize, and respond to technical support requests via ticket and call queues, closing, on average, 20 tickets a week.
  • Handle support needs ranging from software troubleshooting to product training and best practice recommendations. 
  • Research, test, experiment, analyze, and troubleshoot to resolve software-related issues.
  • Provide queue coverage during business hours.

You get to be part of a small, agile team of customer support professionals who meet daily to stay connected and have deep product knowledge. They will support you as you build product knowledge throughout onboarding and beyond.

As you develop your product expertise and have exposure to common and unusual customer issues, you’ll learn to spot and report patterns of problems, identify product opportunities, and provide valuable feedback and insights to Product Development teams and Customer Success Managers.

Joining Acuity Insights now means you get a chance to be part of scaling Customer Success in a startup-like environment. You’ll get to contribute to process optimization and automation to eliminate manual work and create self-service support documents, increasing our capacity to support a growing number of customers.

Your performance in this role is measured on three key metrics: Productivity (number of resolved tickets and time spent on each), Turnaround Time (speed of initial response to a ticket), and Customer Effort (number of responses needed to resolve a ticket).

You’ll know you are thriving in the role and at Acuity Insights when you have become a trusted customer advisor and advocate, leading to increased customer loyalty, productivity, and satisfaction. 

To thrive in the role, you have:
  • Built a solid foundation as a customer support professional working in a SaaS or other technology-centric company and resolving software issues for complex applications with diverse functionalities.
  • Developed a systematic approach to troubleshooting issues.   
  • Become an expert in effective customer support communication through your previous roles; you write and respond to tickets with clarity; actively listen and seek to understand customer concerns; patiently explain technical topics to non-technical people; and bring friendliness, empathy and professionalism to your interactions.   
  • Embraced your strengths as a team player, jumping on opportunities to collaborate within your team and across functions, thinking beyond tickets and tasks to contribute your perspective and fresh ideas on projects and initiatives that impact company-wide goals. 
  • Capacity to retain extensive and complex product information, contextualize knowledge and quickly learn how businesses & processes work.
  • Confidence to tackle the new and unknown, being OK with having only some answers.
  • A knack for learning and leveraging tools. For example, Customer Support systems like TeamSupport for managing the ticket queue, Confluence for documenting processes, and Jira for communicating issues to the Product & Development team. 
To thrive at Acuity Insights, you are
  • Caring toward people. You show up, take time to listen and understand, encourage and support, and don’t shy away from providing feedback, mentoring and teaching others to help them grow. 
  • Curious by nature and open to possibilities. You like exploring, asking questions, listening, experimenting, and learning.
  • Driven to problem-solve independently and with collaborators, seek to continuously improve your skills, methods, and practices. 
  • Adaptable with a preference for startup-like work environments where you can explore ways to contribute and create value, initiate and take ownership of your projects, and positively influence change. 
  • At your best when you can manage your work, time, and priorities independently and ask for help when you get stuck or seek feedback.
  • Self-aware, with an understanding of your strengths and where you have growth opportunities.
  • Motivated by meaningful work and the chance to contribute to creating a world powered by everyone’s full potential.
Selection Process

To ensure an equitable and inclusive process, all candidates will receive equal consideration for an interview, whether applying,  introduced as a referral or contacting the manager or recruiter directly.

We look at every resume. Your application is evaluated based on the human attributes and professional skills, experiences & impact communicated in your application.

We do not offer sponsorship if you apply from abroad. You must reside in Canada and be eligible to work here to be considered for an interview.

Interview Process

Our interview process is designed to be a two-way discovery and create space for meaningful conversations. We want to learn who you are as a human & professional, understand your experiences, assess your skills, and ensure alignment with our mission, values and business needs.

We encourage you to be curious and ask insightful questions throughout our conversations.

Here are the steps you can expect:

  • Review & Selection. A human, not an AI, reviews your resume and assesses your experience and application responses against our hiring criteria.
  • Intro Conversation with Recruiter. If selected, we’ll have a 45-60 minute phone call to discuss your background, interests, and provide information about the role, team, company, and compensation.
  • Meet The Manager. Have a 45-minute video call with your potential future manager to discuss relevant experiences and learn about the team and their day-to-day.
  • Meet The Team. Connect with 3 future peers and collaborators in 1-on-1 video conversations, and learn more about the team, role and life at Acuity Insights.
  • Wait For a Decision. The Hiring Manager consolidates and evaluates feedback from the team to make a hiring decision within 2-4 days.
  • Receive an Offer / Reference Check. If you’re a good fit for the role, team, and company, we’ll invite you to an offer conversation. The offer is contingent upon the completion of a reference check.
Your Benefits
  • Fair Compensation. We offer salaries based on internal pay equity, market considerations, and responsible & sustainable financial practices.
  • Investment In Your Growth. Access an annual budget of $3,000 for your professional and personal development.
  • Remote Work. Enjoy the freedom to work from anywhere within Canada.
  • Self-Directed Vacation. Take charge of your vacation schedule and duration with unrestricted paid vacation days, supported and encouraged by your manager. 
  • Collective Time Off. Join the team in disconnecting from work for two weeks at the end of the year and enjoy extra Fridays off throughout the year.
  • Other Paid Time Off. Take comfort in knowing you won’t feel a financial impact when you need time off due to a medical or family emergency, lose a loved one, or just need a day to nurture your mental health and well-being. 
  • Parental Leave. Bond with your new addition, whether you are a birthing parent, non-birthing parent, or expanding your family through surrogacy or adoption.
  • Company Ownership. Get a piece of future profits with employee stock options granted on your start date.
  • GRSP Matching Program. Save for your future with our Group Registered Savings Plan in partnership with Wealthsimple. We match contributions up to 2% of your salary. 
  • Comprehensive Health Coverage. Enroll yourself and your dependents in our health, dental, and life benefits plan through Equitable Life of Canada, starting from day one.
  • Holistic Wellness Support. Receive personalized support for your physical, mental, social and financial well-being needs through our membership with Cyno.  
Get to Know Us

Acuity Insights is a Canadian product and research company established in 2014. We were founded on 15 years of research by co-founders Kelly Dore (Ph.D.) and Harold Reiter (M.D MEd), who invented our first product, Casper, a higher education admissions assessment, at McMaster University in Ontario.

In 2021, we partnered with a private equity firm. It enabled us to acquire One45, a healthcare education software company, expanding our team and offerings beyond Admission Assessments (Casper & Duet) to Program Management and Insights (One45 & Analytics) for higher education institutions. 

Behind Acuity Insights, you’ll find a diverse team of 125+ caring, curious, and driven individuals collaborating remotely across Canada and some international locations.

We are committed to creating a supportive & collaborative culture built on respect for all individuals. We prioritize transparency, equity, and inclusion in our programs, policies and business operations.

Diversity and inclusion fuels innovation, builds better products, and contributes to healthier business outcomes. It’s our company’s strength and priority. We encourage individuals from non-traditional backgrounds or historically marginalized and underrepresented groups to apply and join us in helping higher education institutions implement and practice holistic and fair admission processes.

Thank you for considering Acuity Insights as your next workplace!