Technical Support Specialist- Tier 1

Virtuous Software

Virtuous Software

IT, Customer Service
Phoenix, AZ, USA
Posted on Saturday, January 6, 2024

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”.

The ideal candidate for Virtuous embodies the following beliefs and behaviors that our team shares. We believe the following attributes are how we bring our values to life.

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.

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.