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Full-Time

Future Hiring

Technical Support Specialist

Posted on 5/16/2024

Virtuous

Virtuous

51-200 employees

Responsive fundraising platform for nonprofits

Consulting
Venture Capital
Enterprise Software
Fintech
Social Impact

Junior

Phoenix, AZ, USA

Category
IT Support
IT & Security
Required Skills
Communications
Zendesk
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
  • Ability to thrive in a fast-paced, flexible start-up environment
  • Ability to take your work seriously without taking yourself too seriously
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
  • Propose creative solutions using features outside of their initial design intent to help customers accomplish tasks
  • Troubleshoot and resolve issues even in unfamiliar or complex scenarios
  • Detect, analyze, and communicate bugs to the Tier 2 support team
  • Keep customers informed about the status of their issues and provide regular updates
  • Maintain a positive, empathetic, and professional attitude toward customers
  • Work closely with the Virtuous Customer Success team to ensure positive customer experience
  • Adapt to new challenges and responsibilities in a dynamic work environment

As a leader in providing advanced fundraising solutions for nonprofits, this company excels in offering a comprehensive platform that integrates CRM, marketing, and automation. This integration facilitates personalized interactions with donors, enhances donor retention, and streamlines organizational operations, making it an ideal workplace for those passionate about leveraging technology to drive social impact. The culture here supports innovation and high-impact strategies, fostering an inspiring and dynamic environment for professionals.

Company Stage

Series B

Total Funding

$25.6M

Headquarters

Phoenix, Arizona

Founded

2014

Growth & Insights
Headcount

6 month growth

1%

1 year growth

4%

2 year growth

44%
INACTIVE