Technical Support Specialist- Tier 1
Technical Support Specialist- Tier 1
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Job Description
About Us
Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides midsized charities with elegant tools for fundraising marketing volunteerism and online giving.
Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry humble and committed to delivering bestinclass software solutions customer success interactions and sales experiences to the worlds leading nonprofits
We also recognize the importance of giving back and making a difference in the communities where we live and work. Thats why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously but we dont take ourselves too seriously. We believe that life is too short not to love what you do.
The ideal candidate for Virtuous embodies our values by:
Asking questions with a spirit of curiosity
Giving feedback freely with candor & grace welcoming it in return
Displaying a passion for philanthropy and technology
Serving with joy. Everyone is willing to make the coffee!
Celebrating the wins & milestones of others
Assuming good intent & demonstrating trust in others
Pursuing relationships with people different from themselves & creates space to be human
Find our core values & more here.
Candidates willing to commute and work out of our downtown Phoenix AZ or Plano TX office 3day/week hybrid schedule) are preferred though we are accepting resumes from candidates working remotely throughout the US.
Position Summary
As a Technical Support Specialist at Virtuous you will be part of our Tier 1 team providing exceptional customer service and support to our customers. Employing a proactive and engaged method youll be responsible for taking a handson role at the forefront addressing customer issues through emailbased tickets and promptly responding to incoming calls. Youll gain expertise in different areas of the Virtuous product portfolio becoming skilled at recognizing evaluating and resolving issues with speed and precision.
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.
Innovation is key. Its necessary to propose creative solution(s) i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task.
Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information leverage problemsolving skills to identify and offer inventive workarounds in dynamic and challenging situations.
Detect analyze and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence
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.
You Must Have
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.
The ability to thrive in a fastpaced flexible startup environment.
Ability to take your work seriously without taking yourself too seriously.
What We Offer
Market competitive pay leveraging Carta data
Employee recognition through Bonusly (birthdays anniversaries achievements etc.
401(k) retirement plan with company matching 50 match up to 6 of compensation after 90 days
We value our employees worklife balance and encourage taking advantage of Unlimited PTO
Supportive time off including paid volunteer days and company holidays
Employercontributed healthcare benefits encompassing medical dental and vision coverage with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
12 weeks primary parent leave 4 weeks secondary parent leave full pay (adoption as well)
We pride ourselves on Community and host exciting company outings and events.
Weve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.
Please note that all legitimate communication from Virtuous will only come from the @virtuous domain. If you receive a message from other domains even if they look similar (e.g. virtuouscareers or virtuousjobs they arenot legitimateand we recommend disregarding it immediately.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
