Technical Support Specialist- Tier 1

About the position

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.
  • 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.

Requirements

  • 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.

Nice-to-haves

  • Hands-on experience working with merchant/payment processors like Stax, Stripe, and Authorize.Net.

Benefits

  • 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
  • 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)
  • Community and host exciting company outings and events.
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