Service Desk Consultant Edtech SAAS

Company Description InPlace Software, Inc., a division of QuantumIT Australia, delivers SaaS solutions that support experiential learning and placement management for educational institutions. The company focuses on simplifying complex workflows for universities and colleges, helping them manage student placements, compliance, and partner relationships. As an EdTech provider, InPlace combines technology and service to support both academic staff and students in achieving successful learning outcomes. Team members collaborate across regions to support a growing global client base and contribute to continuous product improvement.

Role Description The Service Desk Consultant Edtech SAAS is a full-time hybrid role based in the Denver Metropolitan Area, with flexibility for partial work from home. This role provides frontline support to university and college clients using the InPlace platform, responding to inquiries via phone, email, and ticketing systems. Daily responsibilities include troubleshooting application issues, guiding users through system functionality, documenting cases, and escalating complex problems to technical or product teams when required. The consultant will also assist with onboarding new clients, updating knowledge base articles, and identifying recurring issues to recommend improvements. Collaboration with implementation, product, and development teams is expected to ensure high levels of customer satisfaction and consistent service delivery.

Qualifications

• Candidates should possess strong Customer Service and Customer Satisfaction skills, with a focus on responsive, empathetic, and solution-oriented support.
• Candidates should possess solid Communication and Consulting skills to explain technical concepts clearly, gather requirements, and advise clients on best practices.
• Candidates should possess robust Analytical Skills to investigate issues, interpret data or logs, and identify patterns and root causes.
• Experience working in SaaS, EdTech, or higher education environments is beneficial.
• Familiarity with ticketing or CRM systems and basic troubleshooting of web applications is preferred.
• Ability to work collaboratively in a hybrid team environment and manage multiple priorities with attention to detail.
• Relevant education in information systems, education technology, business, or a related field, or equivalent practical experience.