Virtuous Software is a Customer Relationship Management (CRM) software solution that helps charities raise more money. Its platform aims to help organizations build better relationships with donors and streamline their fundraising efforts. Backed by Praxis.
About the role
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.
What they're looking for
- 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
More about this role
We are giving priority to applicants located in Phoenix, AZ, to support our hybrid work model.
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.
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...
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