Full-Time

Help Desk Analyst / Customer Support

Posted on 4/18/2024

Findhelp, A Public Benefit Corporation

Findhelp, A Public Benefit Corporation

51-200 employees

Connects individuals with social care resources

Data & Analytics
Social Impact

Mid

Austin, TX, USA

Required Skills
Communications
Requirements
  • 5 years of experience preferred
  • Strong solutions-oriented communication and mindset
  • Customer focused, enthusiastic positive and service-oriented
  • Product focus- willing and able to dig-in and understand the nuance and details of our platform
  • Ability to work closely with diverse roles/team members including customer success, engineering, and community engagement
  • Strong problem solving and analytical skills
  • Self management, ability to prioritize work and stay organized through a high volume of requests
  • Ability to effectively communicate with customers, including de-escalating situations
  • Basic knowledge of HTML
Responsibilities
  • Perform incident triage and maintain ownership until resolved or escalated for further research
  • Build ongoing relationships with internal clients (CSM/CEM/Curation/Prodsup)
  • Answer and resolve incoming Helpdesk incidents via various channels (Chat, phone, email, etc.)
  • Proactively engage in outbound calls or video calls with customers & CBO as needed and when best suited for issue resolution
  • Continuously maintain ticket backlog, recording support activities in system of record (Jira) and follow up within customer and internal Service Level Agreement targets
  • Develop and refine a problem resolution mindset towards incident management
  • Train on new and upcoming findhelp product features and processes to ensure the highest level of support
  • Assist in interdepartmental projects to ensure target deliverables are met
  • Develop a strong understanding of findhelp customer and CBO side requirements and processes
  • Work with leadership to improve skill sets and career development opportunities
  • Keep up to date with knowledge base articles and other product-related documentation
  • Manage multiple tasks in a fast-paced environment with competing priorities
  • Perform all other duties as assigned for the needs of the business
  • Identify and pursue opportunities for scaling and efficiency such as using automation and suggesting changes to team and company processes
  • Participate in internal process development, documentation creation and track progress
  • Onboard new team members on all aspects of HelpDesk functions and responsibilities

Findhelp, A Public Benefit Corporation

Findhelp, A Public Benefit Corporation

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findhelp's main product is a proprietary technology that intelligently connects individuals with community-based organizations, streamlining access to social care resources. The technology ensures fast and reliable access to resources while prioritizing privacy and dignity.

Company Stage

Series D

Total Funding

$54.3M

Headquarters

Austin, Texas

Founded

2010

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-5%

2 year growth

-13%
INACTIVE