Phone Technical Support Specialist - Remote

Company: Staffer
Location: Portland
Posted on: November 22, 2021

Job Description:

This job is sponsored by a Staffer.cc partner. Please apply and we will coordinate your interview upon review of your application. Location: US RemoteCompensation: 60K base plus potential bonuses and benefitsCompany DescriptionGivebutter is the world's fastest-growing online fundraising platform. More than 30,000 good causes - from local youth groups to world-renowned charities - raise over $100 million annually using Givebutter's modern forms, campaigns, and event technology.Founded in 2016, Givebutter is bootstrapped, profitable, and growing quickly. The entire company is fully-remote, spanning twelve different states and three countries. In 2020, Givebutter was awarded the #1 Highest Rated Fundraising Software on G2 Crowd, the world's leading software review platform, ahead of 223 competitors.We are looking for a candidate with a positive attitude, attention to detail, and the ability to anticipate the needs of clients to join our team as a Customer Support Specialist. As one of the early members of our growing Customer Support team, you will have the opportunity to support the fundraising efforts of a large and diverse group of clients, ranging from small nonprofits to large educational institutions to Fortune 500 companies. If the thought of waking up every day and getting to 'help people help people'A excites you, you are encouraged to apply.The day-to-day responsibilities of this role will include (1) responding to inquiries from current and prospective clients and donors by phone and chat, (2) supporting our payout process and fraud prevention efforts, and (3) developing and implementing projects to enhance the Givebutter support team and customer experience (i.e. writing HelpCenter documentation, answering questions in webinars, finding ways to drive proactive support, looking for areas of opportunity to educate customers about the product, etc.) in partnership with your manager - we have an exciting opportunity to build a world-class customer support organization together! Ultimately, you will help establish our reputation as a company that offers excellent customer support and service.We are excited to hear from candidates who bring the following to the table:The ability to 'play the tape all the way through'A and anticipate what the customer will ask/need nextPositive attitude whether working independently or collaborativelyExcellent written and verbal communication skillsPrevious customer support experience in a SAAS environmentSense of ownership and a self-starter mindsetPrevious experience in training, customer success, or account managementResponsibilitiesRespond to queries from customers and prospects (leads) in a timely and accurate way, via phone or chatFollow up with unresponsive customers and leads to ensure their questions are resolvedProactively identify customer needs and help customers use specific featuresSupport (and grow) our payout, dispute resolution, and fraud processesAnalyze product malfunctions (for example, by testing different scenarios or impersonating users) and report themGather customer feedback, feature requests, and workarounds, and proactively suggest improvementsUpdate our internal and external documentation as new and improved product features are releasedRequirements2+ years of experience working in a technology company or startup environment2+ years of experience as a Customer Support Specialist or similar CS roleSuperior command of both verbal and written EnglishWarm and personal communication style on the phoneAbility to think critically and engage in independent problem-solvingExperience using help desk software and remote support tools (i.e. Intercom, Zoom)Understanding of how CRM systems workExcellent problem-solving skillsNon-profit, volunteering experience is preferredBenefitsRemote Work: Work from anywhere in the United States.Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees.Vacation and Holiday: 15 days paid vacation time to start plus additional days per year with the company. We also take off all 10+ Federal Holidays and provide 2 floating holidays.Team Retreats: Team trips each year to meet and work in person as soon as it is safe to do so.Discretionary Budget: We provide elective reimbursements for home office expenses, charitable donations on Givebutter, and more.Training and Development: Take part in department and company-wide training and development.Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you're doing and the company you work for.Managed by Staffer (by JazzHRHBlvZv3tvKby Jobble

Keywords: Staffer, Portland , Phone Technical Support Specialist - Remote, IT / Software / Systems , Portland, Oregon