Hybrid Technical Support Specialist – Tier 1

at Virtuous

• Job title: Technical Support Specialist – Tier 1
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Phoenix, United States

About the role

• Technical Support Specialist providing exceptional customer service and support for a nonprofit software platform. Engaging with customers through email and phone to resolve software issues.

Responsibilities

• Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
• Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
• Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task.
• Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations.
• Detect, analyze, and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence.
• Keep customers informed about the status of their issues, providing regular updates and setting clear expectations.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience.
• Adapt to new challenges and responsibilities as they arise in a dynamic work environment.

Requirements

• 2+ years B2B SaaS Technical Support experience
• Experience with CRM systems.
• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
• Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software.
• Ability to manage workload based on changing priorities.
• Clear and articulate communication skills.
• Phenomenal organizational skills.
• Desire for constant growth personally and professionally.
• The ability to thrive in a fast-paced, flexible start-up environment.
• Ability to take your work seriously without taking yourself too seriously.

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• Supportive time off including paid volunteer days and company holidays
• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• We pride ourselves on Community and host exciting company outings and events