Job descriptionFull Time
Habeo is the IT asset management and CMDB platform built for higher education, replacing ServiceNow ITAM at universities with a system designed around GASB 34/35 depreciation, Uniform Guidance grant compliance, and native discovery from Jamf, Intune, and Google Admin. We're looking for a Customer Support Specialist to be a frontline resource for the IT asset managers, controllers, and grant administrators who rely on Habeo every day.
In this role, you'll help university customers get answers quickly, resolve issues, and build confidence in the platform as their system of record for assets and audits.
What you'll do
- Respond to customer inquiries via email, chat, and ticketing tools with timely, accurate, and friendly support
- Troubleshoot platform issues related to asset records, integrations (Jamf, Intune, Google Admin, Workday), and user permissions
- Document common issues and contribute to internal knowledge base and customer-facing help content
- Escalate complex technical issues to product and engineering teams, and follow up to ensure resolution
- Guide customers through onboarding questions and day-to-day platform usage
- Track and report on support trends to help identify recurring pain points
What we're looking for
- 1-3 years of experience in a customer support, help desk, or client success role
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly
- Comfort learning and troubleshooting SaaS platforms and integrations
- Excellent organizational skills and ability to manage multiple open tickets or conversations at once
- Patience and empathy when working with customers who may be non-technical
- Reliable, detail-oriented, and comfortable working independently
Nice to have
- Experience supporting customers in higher education, IT, or asset management contexts
- Familiarity with ticketing systems such as Zendesk, Freshdesk, or Intercom
- Basic understanding of IT concepts like device management (MDM), SSO, or asset lifecycles