Future Hiring- Technical Support Specialist - Phoenix, United States - Virtuous

Virtuous

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About Us:

At Virtuous, our mission is to
build better solutions and create a culture of collaboration and growth.
We aim to move the needle on global generosity by making a positive impact on the nonprofits we serve and intrinsically, the world.

At our core, we aim to blend philanthropy and technology into one cohesive force.

Our team is made up of
humble individuals who are driven by using their skills and expertise to push the boundaries of what is possible.

We strive to break the status quo and offer the best products and services for the needs of our nonprofits, exceeding their expectations.

We also recognize the importance of giving back and making a difference in the communities where we live and work.

That's why we
practice radical generosity, whether it's through charitable donations, volunteering our time and resources, or simply being kind and compassionate to those around us.

We
enjoy the journey in all of our pursuits, recognizing that the destination is only a small part of the overall experience.

Our Philosophy:

At Virtuous we hire the best talent which is not solely defined by skillset but rather the heart and passion for growing generosity in the world.

We are not partners but rather champions for the success of the nonprofits we serve. We believe that it's not just about achieving our goals but having fun along the way. We try not to take ourselves too seriously and no one around here is a "big deal".

Attributes of a great team member:

Asks questions with a spirit of curiosity
Gives feedback freely with candor & grace, welcomes it in return
Displays a passion for philanthropy and technology
Actively listens to & empathizes with customers, partners, & team
Leads by serving. Everyone is willing to make the coffee
Celebrates wins & milestones of others
Assumes good intent & demonstrates trust in others
Pursues relationships with people different from themselves & creates space to be human

Find our core values & more
here.

Please note this role is not currently live. We will review resumes and reach out when we are hiring for this role. We're always looking for talent to join our team

Position Summary

Responsibilities

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 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 employee's 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.