Customer Support Technician

August 26

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VerticalChange

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Case management software • Non-profit databases • non-profit data systems • CRM with surveys • longitudinal study software

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Description

• Work with customers to answer questions regarding VerticalChange software via chat, email, phone and remote meetings • Be available for support coverage during regular West Coast business hours - between 8am and 5pm Pacific (Monday through Friday) • Receive and respond to support queries in a timely manner by providing simple user training, logging system bugs, and forwarding more complex questions, where appropriate • Conduct Quality Assurance Testing in VerticalChange • Assist in the development of system help guides and training videos • Assist the Customer Success team with communicating to clients and scheduling, as needed • Assist with client system configurations, historic data imports, and report generation, with the supervision of a Customer Success Manager • Other duties as assigned by Customer Success Managers

Requirements

• An eagerness to dive-in and learn new software or skills • A passion for helping others and the ability to channel that passion into helping clients in the social sector • Experience working in a Customer Support role, with expertise in Chat Support • Working knowledge of Google Workspace including Docs, Sheets, Drive, Slides • Proficiency in Microsoft Office Suite, specifically Excel and Word • Ability to write professional emails and meeting documentation • Knowledge of customer service practices • Patience and willingness to work with others who do not understand technology • A reliable internet connection, and a distraction-free working environment • Bachelor's degree or equivalent experience/vocational training • Understanding of data management and analytics • Even better if you have the following skills: • Quality Assurance/UAT Experience • Bilingual (English and Spanish) • Experience in the social services sector • Degree in Information Science/Data Analytics or Social Sciences • Knowledge of data visualizations and SQL • Familiarity with Customer Relationship Management (CRM) or Electronic Health Record (EHR) software such as, Salesforce or EPIC