Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential.
We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.
SPOL is a leading provider of strategic planning and assessment software for Higher Education institutions, offering a powerful, cloud-based platform that supports institutional effectiveness through planning, budgeting, accreditation, credentialing, and assessment tools. We empower colleges and universities to achieve their goals through reliable, user-friendly solutions and exceptional client support.
Cordance is seeking a Technical Support Specialist for SPOL to serve as the primary point of contact for our partner institutions. In this role, you’ll provide prompt, friendly, and knowledgeable support to ensure a seamless user experience with our platform.
This is a fully remote role; all candidates must be based in US.
What you'll do:
- Troubleshoot and resolve technical issues remotely via Teams, Zoom, or phone.
- Log and manage support tickets using tools like Salesforce or Jira, ensuring detailed documentation and clear communication with clients.
- Collaborate with internal teams by escalating complex issues to Engineers and Analysts as needed.
- Participate in system and bug testing to maintain product reliability and performance.
- Offer guidance on implementation best practices and educate clients on product features.
- Monitor open, stale, or unresolved tickets to ensure timely follow-up and resolution.
- Continuously stay up-to-date on product enhancements and industry best practices.
Who you are:
- You bring 2+ years of customer service experience and 5+ years of IT support experience.
- You have experience working within or alongside educational institutions.
- You’re comfortable using Office 365 applications like Excel and Word.
- You’re familiar with helpdesk ticketing systems such as Salesforce, Jira, or similar platforms.
- You demonstrate excellent written and verbal communication skills, with the ability to support users in a clear and patient manner.
- You’re highly organized, proactive, and passionate about helping others succeed.
Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
Why Join Us?
At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:
- Health and Wellness:
- Comprehensive Health Coverage: Coverage begins on your first day of employment.
- Retirement Savings:
- 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- Paid Time Off:
- Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
- Parental Leave:
- 12 weeks paid leave for all employees.
- Remote Work Support:
- Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
- Holidays:
- Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.
Join us and be part of a company that values your contributions and well-being from day one!
EEOC & ADA Statement:Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Final candidate must be able to pass a background check.To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/
What We Do
Cordance is a software company that acquires and accelerates the growth of vertically-focused, B2B SaaS companies by investing in their products, processes and people — for the long-term. Our experienced operators and subject-matter experts provide go-to-market leadership, operational support and financial backing to help our acquired businesses realize their full potential.
We partner with founders of established companies with less than $10M in ARR that have demonstrated product-market fit, strong teams, high customer retention rates and a readiness to serve an expanded customer base.
Come Join our Growing Portfolio of Businesses
