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Community Support Associate

Publicado por
Idealist.org
|
New York, NY
Nuevo
|
Publicado hace 16 días

About Idealist

For more than 25 years, Idealist has been connecting people and organizations to help build a better world. We are best known as the largest nonprofit job board in the United States, with resources and events supporting nonprofit careers as well as grassroots community engagement. We combine the mission of a 501(c)3 nonprofit with the metrics-driven and iterative mentality of a tech startup.

About the Community Support Team

The Community Support Team provides technical support and training to our community of 120,000+ organizations as well as over 45,000 daily site visits. The team also approves new organization applications and reviews select organization-generated content. Additionally, they advocate for new site features, report issues based on user feedback, and strive to ensure that our community is happy with their experience by offering best-in-class, continuously improving support.

Community Support Associate

We're hiring a Community Support Associate who will support the organizations and individuals that use Idealist.org by providing customer and technical support while managing online content posted by our site’s users.

This position calls for empathy, an understanding of how people use (and how they have trouble using) websites, and a commitment to providing a satisfying experience to users whenever they are in contact with us. Our team prides itself on resolving customer issues effectively, thoroughly, and in a time efficient manner. 

As a Community Support Associate, you'll be responsible for:

  • Responding compassionately and effectively to a high daily volume of phone and email inquiries from organizations and individuals who need help using our site
  • Reviewing applications from organizations, including nonprofits, government agencies, and social enterprises to determine eligibility for using our services
  • Ensuring that Idealist is a safe and productive place for users by reviewing posted content to make sure it adheres to our policies
  • Maintaining user-facing and internal help pages
  • Keeping an eye out and reporting on potential bugs, site issues, and user experience improvements
  • Providing support and feedback for other programs and projects as needed

Our ideal candidate will have the following qualifications:

  • 1-3 years direct customer service experience via phone and email supporting external clients or customers 
  • At least 1 year experience working within ServiceCloud, Desk, Zendesk, or other helpdesk software as a primary function of your role
  • Ability to address CS inquiries via phone and email in a patient, friendly, and effective manner, including effectively de-escalating challenging interactions 
  • Skilled written and verbal communicator with both clients and teammates providing appropriate and thorough instructions or explanations about complex processes, systems, or unclear situations
  • Enjoys working with detail-oriented and routine tasks
  • Ability to stay focused and thrive in a multi-task workflow 
  • Ability to accurately assimilate processes and procedures to determine prioritization, while working with a sense of urgency
  • Equally comfortable working independently and collaboratively with teammates
  • Experience working within a remote/dispersed team environment

Note: While strong technical expertise is a plus, this is not an IT, hardware support, or engineering position.

Hours & Location

This is a full time, 40 hours per week position, Monday - Friday, during our standard business hours (8am-6pm EST). Our staff of 25 is predominantly working remotely, though our office is open on a voluntary basis (and we do have fully vaccinated staff that come in regularly). Remote work is available for this position though periodic in-office availability may be necessary a few times per year.

In-person availability is mandatory during the training period. The training period will include at least one full week in our NYC office + additional days in weeks two and three. Work-related travel expenses will be covered by Idealist during the training period. 

Applications deadline: Thursday, December 2, 2021 @ 4pm EST. 

Anticipated start date: early/mid-January 2022

About Idealist

For more than 25 years, Idealist has been connecting people and organizations to help build a better world. We are best known as the largest nonprofit job board in the United States, with resources and events supporting…

Detalles a Simple Vista

  • Flexibilidad
    A Tiempo Completo
  • Fecha límite de postulación
    2 de diciembre de 2021
Salario
USD $50.000 - USD $52.000
/ año

Compensación

Salary and benefits

Salary: $50-$52k/year DOE

Idealist takes benefits very seriously. Some of our offerings include:

  • 20 vacation days in year one (goes to 25 days in year two)
  • 11 holidays and 1 optional holiday
  • 2 months of sabbatical leave after 7 years of service
  • Time off to volunteer
  • Paid sick leave 
  • Paid Parental Leave
  • 401(k) plan with up to 6% match
  • Comprehensive health insurance coverage
  • Up to $1,000 in learning and wellness reimbursements
  • Home office set-up allowance
  • And more!

Salary and benefits

Salary: $50-$52k/year DOE

Idealist takes benefits very seriously. Some of our offerings include:

  • 20 vacation days in year one (goes to 25 days in year two)
  • 11 holidays…

Nivel de Idiomas

Fluent written and spoken English

Fluent written and spoken English

Ubicación

A distancia
El trabajo se puede realizar en cualquier lugar en Estados Unidos
Ubicación Asociada
5th Ave, New York, NY, USA

Aplicar a: Oportunidad de empleo

Instrucciones:

Please submit a resume as indicated below, and, in lieu of a cover letter, respond to the following application questions:

Todos los campos son obligatorios
La hoja de vida/CV debe ser subida en formato PDF
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