About the Episode
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About the Episode:
Tech support isn’t sexy—but it might be the most important thing your institution isn’t thinking enough about. In this episode, Dustin welcomes Christopher Schmidt, Global Director for Client Support at Transact, to unpack why support systems are breaking under pressure and what higher ed needs to do about it. With deep experience in both the military and campus technology, Chris shares a grounded, urgent perspective on how institutions can scale smarter, retain institutional knowledge, and build tech ecosystems that don’t crumble when a key player leaves.
Key Takeaways
- Ed tech tools are outpacing the backend support systems that power them — Higher ed has rapidly adopted new tools without investing in sustainable tech support infrastructure.
- Staffing cuts aren’t just losing people—they’re losing critical product knowledge — Institutions are underestimating the risk of letting support roles walk out the door without a backup plan.
- Today’s students demand 24/7, seamless tech experiences — From Gen Z to returning adult learners, a wide spectrum of users need personalized support options.
- Managed services and strategic partnerships are on the rise — Campuses are outsourcing smartly to scale support without ballooning costs.
- Human expertise still trumps automation — While chatbots and AI play a role, they can’t fully replace the nuance of human-led tech support.
- Support is the heartbeat of the student experience — If tech support fails, so do the systems that power learning, engagement, and student success.
Episode Summary
What challenges are institutions facing with tech support today?
Higher ed institutions are caught in a complex web of rising tech demands, constrained budgets, and staffing shortages. As Christopher Schmidt puts it, the overall vibe on campuses right now is tense. Schools are being forced to make tough decisions on where to allocate headcount, and unfortunately, tech support is often one of the first areas on the chopping block. This creates a ripple effect—when seasoned support staff leave, they often take with them years of deep system knowledge. Without that institutional memory, the continuity of support falters, impacting both students and staff.
Adding to the challenge is the misconception that today’s students—especially digital natives—don’t need much support. But that’s far from the truth. The rise of hybrid learning, adult learners re-entering education, and a more complex tech stack than ever before means support needs are not only growing—they’re diversifying. Whether it’s navigating an LMS, resolving payment issues, or accessing campus services online, students expect quick, seamless answers. And when those expectations aren’t met, trust in the institution erodes.
How did we get here?
The current support crisis in higher ed isn’t a sudden development—it’s the result of a "perfect storm" brewing since 2021. COVID-19 accelerated digital transformation, pushing schools to adopt ed tech tools at breakneck speed. However, while the frontend tech improved, backend support didn’t evolve at the same pace. Institutions treated support as a cost center rather than a strategic investment. And now, with financial pressures mounting and tech environments more complex than ever, that gap is becoming impossible to ignore.
Chris explains that many schools poured resources into flashy digital tools but failed to invest in the people and processes that make those tools work day-to-day. As a result, support infrastructures have become fragile—overly reliant on a few individuals and lacking the scalability or resilience needed for long-term success. This disconnect is especially dangerous given the growing reliance on online learning and the broader variety of users engaging with institutional tech.
What strategies are working to solve the support crisis?
The good news? Some institutions are already pivoting toward smarter support strategies. Chris highlights the rising adoption of managed services and premium support models that offer more than just extra hands—they bring embedded expertise. Instead of outsourcing in a generic, transactional way, schools are leaning into long-term partnerships that offer dedicated technical account managers who understand their systems and speak their language.
This shift from reactive to proactive support models is paying dividends. With fewer internal resources, campuses need scalable solutions that can flex with demand while preserving quality. By leveraging external partners, institutions not only reduce operational risk but also retain a high level of institutional knowledge—even in the face of staff turnover. Importantly, these models aren't about replacing humans with bots. They’re about integrating the right tools and the right people to deliver faster, more effective service without sacrificing personalization.
About the Show: The Higher Ed Geek Podcast explores the impact of edtech on the student experience by speaking with diverse leaders from institutions, companies, and nonprofit organizations. Each week we aim to provide an engaging, fun, and relevant dose of professional development that honors the wide range of work happening all across the higher ed ecosystem. Come geek out with us! The Higher Ed Geek Podcast is hosted by Dustin Ramsdell and is a proud member of the Enrollify Podcast Network.
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Dustin Ramsdell
About The Enrollify Podcast Network:
The Higher Ed Geek is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!
Some of our favorites include Generation AI.
Enrollify is produced by Element451 — the next-generation AI student engagement platform helping institutions create meaningful and personalized interactions with students. Learn more at element451.com.
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