Full-Time

Technical Support Specialist-Tier 1

Virtuous

Virtuous

51-200 employees

Responsive fundraising platform for nonprofit organizations

Social Impact

Junior

Remote in USA

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.
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 solution(s) to help customers accomplish tasks.
  • Troubleshoot and resolve issues, even when faced with unfamiliar or complex scenarios.
  • Detect, analyze, and communicate bugs to the Tier 2 support team.
  • 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.

Virtuous stands out as a leading company in the nonprofit sector, offering a comprehensive fundraising platform that streamlines marketing, donor development, and fundraising activities, thereby enhancing efficiency and impact. The company's culture is deeply rooted in understanding and supporting the missions of nonprofits, reflected in their commitment to providing open access to data and customizable reports. This focus on data-driven insights and responsiveness sets Virtuous apart, enabling nonprofits to deliver dynamic campaigns and foster stronger connections with their supporters.

Company Stage

Series B

Total Funding

$25.6M

Headquarters

Phoenix, Arizona

Founded

2014

Growth & Insights
Headcount

6 month growth

2%

1 year growth

23%

2 year growth

53%