Customer Support Technician

August 26

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You're here to make a difference – we're here to help.

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

11 - 50

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

• Eagerness to dive-in and learn new software or skills • 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 • Reliable internet connection, and a distraction-free working environment • Bachelor's degree or equivalent experience/vocational training • Understanding of data management and analytics • Quality Assurance/UAT Experience (even better if you have) • Bilingual (English and Spanish) (even better if you have) • Experience in the social services sector (even better if you have) • Degree in Information Science/Data Analytics or Social Sciences (even better if you have) • Knowledge of data visualizations and SQL (even better if you have) • Familiarity with CRM or EHR software such as Salesforce or EPIC (even better if you have)