Technical Support Specialist

3 weeks ago

Phoenix, United States Virtuous Full time
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.

  • Technical Support Specialist

    5 days ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewTEKsystems is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our internal employees via inbound phone calls.Key Responsibilities:Manage a ticketing queue and troubleshoot issues related to password resets, server...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States LanceSoft, Inc. Full time

    Entry-Level Technical Support SpecialistLanceSoft, Inc. is looking for a committed Entry-Level Technical Support Specialist to become a part of our dynamic team. In this position, you will deliver crucial assistance to our staff, addressing issues related to hardware, software, telecommunications, and network connectivity. Your duties will encompass...

  • Technical Support Specialist

    3 days ago

    Phoenix, Arizona, United States Tech Mahindra Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Tech Mahindra. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our clients and internal teams.Key ResponsibilitiesTechnical Support: Provide technical assistance and support to clients and internal teams via...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewPosition: Technical Support SpecialistCompany: TEKsystemsRole SummaryWe are seeking a skilled Technical Support Specialist to provide exceptional assistance for our clients' IT needs. The ideal candidate will possess a solid background in helpdesk operations and desktop support, ensuring efficient resolution of technical issues.Key...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States TEKsystems Full time

    Position OverviewThe Technical Support Specialist will be responsible for delivering first-level technical assistance to internal staff through incoming phone inquiries.Key Responsibilities:Provide assistance with various technical issues and inquiries.Receive training on specific systems to effectively address different types of support requests.Utilize a...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewWe are seeking a dedicated Technical Support Specialist to provide exceptional assistance to our clients. This role is essential in ensuring customer satisfaction through effective problem resolution.Key ResponsibilitiesThe successful candidate will be responsible for:Delivering phone-based support to clients, addressing their inquiries and...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, United States CIM Online Full time

    **Technical Support Specialist** ** **Location:** Phoenix, AZ** ** **Type:** Full Time** ** **Min. Experience:** Mid Level** Position Objective: To provide ministry focused, best-in-class tech support and leadership for our Ministry Partners. Position Description: The Technical Services Specialist will be a full-time salaried position with Computers In...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States TEKsystems Full time

    Position OverviewWe are seeking a dedicated Technical Support Specialist to play a crucial role in facilitating our client's transition back to the office environment. This position involves delivering first-level technical assistance to ensure a smooth operational workflow.Key ResponsibilitiesProvide comprehensive technical support to users, addressing...

  • RTO - Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States TEKsystems Full time

    Position Overview: RTO - Technical Support SpecialistContract Length: 5 MonthsEssential Skills Required:Experience in help desk supportProficient in troubleshooting user hardware issuesFamiliarity with ticketing systems for documentationDesired Attributes: Strong analytical skills, effective problem-solving abilities, proactive attitude, pleasant phone...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewA prominent financial organization is seeking dedicated Technical Support Specialists to assist internal personnel through inbound phone interactions.Key ResponsibilitiesProvide phone support to employees, addressing various technical issues.Manage a ticketing queue and troubleshoot problems effectively.Participate in compliance training during...

  • Technical Support Specialist

    3 weeks ago

    Phoenix, United States Renren Full time

    Job Type Full-time Description We are on the lookout for a Technical Support Specialist to join our growing team! Who are we? Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads'...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, United States Renren Full time

    Job Type Full-time Description We are on the lookout for a Technical Support Specialist to join our growing team! Who are we? Lofty is a high-growth, global SaaS company serving the residential real estate market. Our suite of tools addresses the daily pain points faced by agents, empowering them to launch effective marketing campaigns, track leads'...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewWe are seeking a dedicated Technical Support Specialist to provide exceptional assistance to our internal staff as they transition back to the office environment.Key ResponsibilitiesThe successful candidate will:Offer technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Utilize a...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States TEKsystems Full time

    Position OverviewWe are seeking a dedicated Technical Support Specialist to provide exceptional service in a dynamic environment. This role involves assisting users with a variety of technical issues, ensuring efficient resolution and customer satisfaction.Key Responsibilities:Handle incoming inquiries via phone and chat, focusing on credential management...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States McDermitt Consulting LLC Full time

    Job OverviewWe are seeking a dedicated and skilled Technical Support Specialist to provide exceptional assistance to our clients as they navigate their IT systems. This role is ideal for individuals who are enthusiastic, hardworking, and ready to tackle challenges head-on.Key ResponsibilitiesAs a vital member of our team, you will:Deliver outstanding...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewPosition Summary: The Technical Support Specialist plays a crucial role in ensuring the smooth operation of merchant transactions by monitoring and resolving issues that arise in a high-volume environment.Key Responsibilities:Monitor millions of transactions daily, ensuring accuracy and efficiency.Provide troubleshooting support to resolve issues...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States Epiq Full time

    Job Summary:Epiq's Global Support Services team is seeking a highly skilled Technical Support Specialist to provide 1st and 2nd level support to clients using our proprietary software solutions and third-party applications. This is a technical, client-facing role that requires exceptional customer service skills and a strong understanding of technology...

  • Technical Support Specialist

    2 weeks ago

    Phoenix, Arizona, United States TEKsystems Full time

    Job OverviewPosition Summary: We are seeking a dedicated Technical Support Specialist to provide exceptional in-person support to our users.Key Responsibilities:Assist approximately 350 users, including 100 Windows and 250 Mac systems.Deliver outstanding customer service with a focus on interpersonal communication.Support users across 7 different floors,...

  • Technical Support Specialist

    4 days ago

    Phoenix, Arizona, United States Smardt Full time

    Job DescriptionJob Summary:Smardt is seeking a highly skilled and motivated Technical Support Specialist to join our Service department. As a key member of our team, you will be responsible for ensuring that our client base is well taken care of and that technical issues are addressed promptly.Key Responsibilities:Analyze data remotely gathered from site to...

  • Technical Support Specialist

    1 week ago

    Phoenix, Arizona, United States AllSTEM Connections Full time

    Job OverviewAre you passionate about technology and skilled in troubleshooting? We are seeking a dedicated Technical Support Specialist to provide outstanding assistance and ensure seamless operations for our clients. If you excel in managing support requests and thrive in a dynamic setting, this position is tailored for you.About AllSTEM Connections:We are...