Technical Support Specialist (Nonprofit Software)


Job Type

Full Time

Published:

03/27/2018

Address

1801 West Warner Avenue
Suite 201
Chicago
Illinois
60613
United States

Description

We are a private, Chicago-based company that provides technology solutions to nonprofits. We love our customers, and our mission is to empower them with the most impactful CRM database and inspiring websites, supported by the most helpful and caring technology experts.


We are seeking a self-motivated, puzzle-loving problem solver who wants to help nonprofits use their NeonCRM database effectively. You will provide technical support to all NeonCRM customers through tickets, live chat, and phone support. This role is ideal for someone who enjoys troubleshooting, has a great sense of humor, works well in a team environment, and is comfortable learning new software. Above all else, you must be passionate about delivering best-in-class customer service.


RESPONSIBILITIES


  • Serve as the first point of contact for customers by answering questions and troubleshooting issues related to the use of our software
  • Document, track, and monitor software-related issues to ensure timely resolution
  • Set up test environments to verify reported software bugs
  • Follow escalation procedures to communicate verified issues to our development team
  • Update Knowledge Base documentation
  • Prioritize own workload effectively and with attention to detail
  • Research related or unresolved issues in Zendesk and JIRA to ensure accuracy, identify potential trends, and prevent duplication of work within the department
  • Learn new skills based on job requirements


BASIC QUALIFICATIONS


  • 1 year of troubleshooting, tech support, customer support, or database admin experience
  • Ability to learn new software quickly
  • Willingness to learn NeonCRM, Zendesk, JIRA, QuickBooks, and other platforms
  • Excellent problem-solving skills
  • Excellent verbal and written communication skills, with ability to convey technical subject matter to non-technical audiences
  • Able to type 60 wpm


ABOUT US


  • 80% of our team comes from a nonprofit background, and we’re driven to help our clients make a difference in the world - learn more on our careers page
  • Collaborative office environment that welcomes fresh ideas and allows you to make an impact
  • Great company culture – rated 4.7/5.0 on Glassdoor
  • INC. 5000 List of America's Fastest-Growing Companies for three consecutive years
  • Benefits include health/dental insurance, vacations, sick days, family leave, 401k with company match, pre-tax transit benefit program
  • Casual work environment, weekly staff social hour, regular company outings, stocked food pantry, and a convenient Ravenswood location with parking and close to public transit (CTA Brown & Metra UP-N Lines)


The position is based out of Chicago and remote work arrangements will not be considered.

Professional Level

Entry level

Minimum Education Required

4-year degree

How To Apply


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