Technical Support Specialist- Tier 1

The role

You will provide customer service and support to customers by addressing email-based tickets and responding to incoming calls. You will use the Virtuous product portfolio to recognize, evaluate, and resolve issues.

What you will do

• Respond to incoming support tickets via email or phone using Zendesk
• Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT
• Propose creative solutions to help customers accomplish tasks
• Troubleshoot and resolve issues 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
• Maintain a positive, empathetic, and professional attitude
• Work closely with the Virtuous Customer Success team
• Adapt to new challenges and responsibilities

Required qualifications

• 2+ years B2B SaaS Technical Support experience
• Experience with CRM systems
• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
• 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

Nice to have

• Hands-on experience working with merchant/payment processors like Stax, Stripe, and Authorize.Net

Benefits

• Market competitive pay leveraging Carta data
• Employee recognition through Bonusly
• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
• Unlimited PTO
• Paid volunteer days
• Company holidays
• Employer-contributed healthcare benefits including medical, dental, and vision
• Plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 12 weeks primary parent leave, full pay
• 4 weeks secondary parent leave - full pay
• Adoption leave
• Company outings and events

About the company

Virtuous software is powering the world’s leading nonprofits and inspiring a new generation of generosity. The company aims to create $10B in net new generosity by helping nonprofits better connect with and inspire their donors.