Technical Support Specialist
Virtuous
Time zones: EST (UTC -5), CST (UTC -6)
About Us
At Virtuous, we are committed to helping charities reimagine generosity. We believe that charitable giving is about personal connections, not sales transactions. Generosity is driven by our passions and relationships – and givers want to feel like they are part of a movement bigger than themselves. We are the Generosity Operating System at the heart of charity. We are the Donor Management System that is putting the joy back in fundraising.
Position Summary
Virtuous Software is looking for a Technical Support Specialist to join our growing Customer Success team. You will be joining one of Phoenix’s fastest-growing tech startups. As a Technical Support Specialist, you are a driving force behind our customer experience and overall satisfaction. Your positive, can-do attitude ensures that our customers’ expectations are met and exceeded every time. To be successful in this role, an analytical mindset and an insatiable hunger for knowledge are a must!
Responsibilities
- Answer incoming support tickets thoroughly and with great attention to detail within 24 hours of submission
- Serve as a product expert to be able to answer questions from customers of all sizes and varying complexity
- Provide users creative solutions to problems with respect to their application permissions
- Identify, troubleshoot, and report bugs to senior support staff
- Perform Quality Assurance for monthly product releases to ensure existing customer issues are resolved and new issues are prevented
Key Working Relationships
- 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
- Communicate customer issues and requests to the Virtuous Technical Team with deep investigation and evidence
Experience & Skills
- Previous experience working in customer support, product training, or account management roles at a SaaS company
- Experience with CRM systems
- Knowledge of software development, and client onboarding processes
- 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
- Comfort with data and spreadsheets
- Phenomenal organizational skills
Requirements
- Bachelor’s Degree preferred
- 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
- Bonus Points: Experience with payment processing
What We Offer
- 401k with match
- Unlimited PTO
- Paid volunteer time
- Medical/Dental/Vision BenefitsDependents are also eligible for coverage
- HSA/FSA offerings
- OneMedical, Talkspace, & Teladoc Memberships
- Fun company outings and events, we're all family here!
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