Technical Support Specialist - Tier 1

Location: Phoenix

Virtuous | "Competitive" comp not given

Steph's Notes:

Employing a proactive and engaged method, you'll be responsible for taking a hands-on role at the forefront

This ridiculous word soup sounds suspiciously like AI.

Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.

LOL. Of course.

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.

I would argue that it's not a Tier 1 support agent's job to be innovative in this way – their job is to quickly analyze and identify a problem, resolve it if possible, and escalate it quickly and efficiently if not.

If Virtuous spent any time at all explaining how they support this position or its professional growth or even the compensation package (which, yes, absolutely matters here), maybe I'd think otherwise, but they don't.

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.

All of this is just a red flag. No information about what supports the Teir 1 team receives, which makes me think they shouldn't expect to receive any, which is just bad news.

Adapt to new challenges and responsibilities as they arise in a dynamic work environment.

Yikes.

Ability to manage workload based on changing priorities.
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.

So I'm guessing this is the "storm" Virtuous' founder is talking about in that recruitment video?

My advice is to run away from the storm. Run far, far away.

Original Job Description: Technical Support Specialist - Tier 1

About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits 

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 by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do. 

The ideal candidate for Virtuous embodies our values by:

• Asking questions with a spirit of curiosity
• Giving feedback freely with candor & grace, welcoming it in return
• Displaying a passion for philanthropy and technology 
• Serving with joy. Everyone is willing to make the coffee!
• Celebrating the wins & milestones of others 
• Assuming good intent & demonstrating trust in others 
• Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here.

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.

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.