技术支持专员
Technical Support Specialist
我们优先考虑位于亚利桑那州凤凰城的申请人，以支持我们的混合办公模式。
职位概述
在Virtuous担任技术支持专家，您将作为一级团队的一员，为客户提供卓越的客户服务和支持。采用主动和积极参与的方法，您将在前线发挥实际作用，通过电子邮件工单处理客户问题，并及时回应来电。您将掌握Virtuous产品组合的不同领域，成为快速且精确地识别、评估和解决问题的专家。
职责
- 使用Zendesk，以高度细致的态度处理通过电子邮件或电话收到的客户支持工单。
- 实现并保持关键指标，如工单关闭率、响应时间、完全解决时间以及CSAT（客户满意度）。
- 创新是关键。需要提出创造性的解决方案——例如，如果有助于客户完成任务，可以使用超出其初始设计意图的功能。
- 展示强大的故障排除和解决问题的能力，即使面对不熟悉或复杂的场景。积极寻求信息，运用解决问题的技能，在动态和具有挑战性的情况下识别并提供创新的解决方案。
- 通过彻底调查和支持证据，检测、分析并传达错误给二级支持团队。
- 让客户了解其问题的状态，提供定期更新并设定明确的期望。
- 始终保持积极、富有同理心和专业的态度对待客户。
- 与Virtuous客户成功团队的其他成员密切合作，确保客户的健康状况和体验良好。
- 在动态的工作环境中适应新的挑战和职责。
你必须具备
- 2年以上B2B SaaS技术支持经验
- 具有CRM系统的经验
- 曾使用过工单系统，如Zendesk、Intercom、Freshdesk等
- 必须具备分析思维，能够对软件中的用例和问题进行故障排除和测试
- 能够根据不断变化的优先级管理自己的工作量
- 清晰且有条理的沟通能力
- 非凡的组织能力
- 对个人和职业的持续成长有强烈愿望
- 能在快节奏、灵活的初创环境中茁壮成长
- 能够
查看英文原文
**We are giving priority to applicants located in Phoenix, AZ, to support our hybrid work model.**
**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, you'll be responsible for taking a hands-on role at the forefront, addressing customer issues through email-based tickets and promptly responding to incoming calls. You'll 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. 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.
**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 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.
## **About Us**
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:
1. **Build Better**: We build audacious ideas to accelerate philanthropy and dismantle the status quo.
2. **Display Radical Generosity**: We are generous with our time & talent as we serve our team and the nonprofit community.
3. **Stay Humble & Enjoy the Journey**: We take our work seriously, but we don't take ourselves too seriously.
Virtuous should act as a career accelerator for everyone on our team. Team members should look back at their time at Virtuous as one of the most productive and stretching seasons in their professional lives. This means that working at Virtuous isn't for everybody. It is for the select few who are ready to do hard things and build something truly great.
If this sounds like you, we’d love for you to apply!
## **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 employee’s work-life balance and encourage taking advantage of Unlimited PTO
- Supportive time off including paid volunteer days and company holidays
- Employer-contributed 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.
We’ve 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.org](http://virtuous.org) domain. If you receive a message from other domains, even if they look similar (e.g., [virtuouscareers.org](http://virtuouscareers.org) or [virtuousjobs.com](http://virtuousjobs.com)), they are **not legitimate** and we recommend disregarding it immediately.