Virtuous Technical Support Specialist providing Tier 1 customer service and support via email and phone using Zendesk. Responsible for troubleshooting, resolving issues, and maintaining key support metrics.
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. It's 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 problem-solving 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.
2+ years B2B SaaS Technical Support experience
Experience with CRM systems.
Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
Qualification
Phenomenal organizational skillsThe ability to thrive in a fast-pacedAt VirtuousOur talented team is hungryBuild BetterDisplay Radical GenerosityStay Humble & Enjoy the Journey
Required
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 fast-paced, flexible start-up environment.
Ability to take your work seriously without taking yourself too seriously.
Preferred
Hands-on experience working with merchant/payment processors like Stax, Stripe, and Authorize.Net.
Virtuous software is powering the world’s leading nonprofits and inspiring a new generation of generosity.
At Virtuous, we believe generosity has the power to transform the world - and so we are on a mission to create $10B in net new generosity by helping nonprofits better connect with and inspire their donors.
Our talented team is hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the nonprofit community.
Our values are more than just a poster on the wall. Instead, our mission and values are precisely why candidates choose Virtuous. Our core values are:
Build Better: We build audacious ideas to accelerate philanthropy and dismantle the status quo.
Display Radical Generosity: We are generous with our time & talent as we serve our team and the nonprofit community.
Stay Humble & Enjoy the Journey: We take our work seriously, but we don't take ourselves too seriously.
