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.
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:
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 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.
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:
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!