The Higher Ed Geek Podcast Episode #292: Redefining Tech Support for the Modern Higher Ed Institution
Aug 13, 2025
Dustin hosts Christopher Schmidt, Global Director for Client Support at Transact Campus, who brings a wealth of knowledge from the tech and military realms. They dive into the often-overlooked importance of tech support in modern higher education, showcasing the need for organized systems to address complex demands. Christopher discusses balancing tech automation with personal engagement and highlights strategies for retaining institutional knowledge. The conversation also spotlights the crucial role of proactive planning and cybersecurity in enhancing user experience.
AI Snips
Chapters
Transcript
Episode notes
Application Redesign Cut Abandonment Dramatically
- Christopher shared a client story where switching an application reduced a 75% abandonment rate to 10%.
- Better front-end usability drove a leap from 20% to 80–90% conversion after going live with Element.
Military And Firefighting Shaped Leadership
- Christopher Schmidt described his Marine and firefighter background shaping his detail-driven leadership style.
- He used that mindset to build scalable support frameworks at Transact Campus.
Support Is The Backbone, Not An Afterthought
- Support teams are the hidden backbone of campus technology and are under strain from turnover and budget cuts.
- Losing institutional product knowledge is a greater risk than just an open headcount.