Customer Support Specialist

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Customer Support Specialist

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Social Solutions is the leading cloud software provider for public sector and nonprofit social service organizations. We develop technology to support the entire social good community — including nonprofits, public sector agencies, philanthropists and ultimately, the people they serve. We help organizations collect, organize and interpret their data to better understand and communicate their impact. Job Description

As the Customer Support Specialist (or Technical Support Specialist as we call it) you are responsible for providing front-line technical support and tele-training on the operation and troubleshooting for our software, Penelope. As part of the Technical Support Team, you will participate in facilitating world-class support to a broad, global base of customers, combining expert technical advice, with dedicated customer service philosophy, always aiming to achieve unwavering customer success.

This remote position is permanent, full-time, and covering an 8-hour shift between the hours of 9:00AM and 5:00PM AEST. Our headquarters are in Waterloo, Ontario Canada. However, as a Technical Support Specialist for Australia and the Asia Pacific territory, you will be based out of your home office in Australia.

What You’ll Do

• You will answer Social Solutions' Technical Support phone line, responding to customer questions, concerns, and other requests.
• You will provide written responses to customer inquiries and manage your workload within timeframes as specified under Social Solutions' Software’s defined Technical Support methodologies.
• You will provide long-term, relationship-based support to customers, acting as an expert resource on use cases for Penelope.
• You will track all technical support-related issues, escalating unresolved issues as required.
• You will respond to all customer requests in a timely manner while improving customer experience.
• You will follow up with customers and stakeholders to ensure satisfaction of resolution.
• You get to assist in the development and maintenance of best practices and procedures for Technical Support solutions.
• You continually maintain awareness of new and emerging features within the Penelope software.
• You may be responsible for other duties based on the needs of the business as they arise.

Skills & Requirements

• 1-2 years of experience providing Technical Support or Customer Service for software.
• A background in the health or social services sector is a plus.
• Exemplary communication skills, both written and oral.
• Passionate about learning and comprehending technology changes.
• Detailed and meticulous troubleshooting and analytical thinking skills.
• Demonstrate the ability and desire to go ‘above and beyond’ to achieve customer success.
• A natural at explaining technical concepts to non-technical stakeholders with an emphasis on keeping customers comfortable and confident.
• Experience working with Salesforce is a plus.

Working Conditions

• There may be a need for the employee to, at times, work outside of core business hours to liaise with customers and colleagues in different time zones.
• A dedicated Home Office, and ability to work (physically) alone is a requirement

Why We’re Awesome

Recently named one of Built In Austin ’s Best Places to Work for in Austin. At Social Solutions, we’re mission focused and results oriented! We’re a diverse team of innovators, creatives, and digital architects that come together to help organizations transform lives. Our clients affect countless lives every day. That’s why we go above and beyond to provide tools to get the job done. We help non-profits get to the heart of their data so they can maximize their efforts to be more impactful. In essence, we help those that are changing the world.

What You’ll Get

• Amazing coworkers
• Company sponsored events and happy hours
• Career advancement opportunities and more!

To ensure candidate and employee health, Social Solutions is conducting the interview process remotely via Zoom for the foreseeable future. Thank you in advance for your cooperation!

In order fulfill Social Solutions’ mission to “help people transform lives,” we seek to build teams that leverage diverse perspectives to create an innovative and welcoming environment.

To that end, we make employment decisions based on qualifications, merit, and business need. Social Solutions does not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Qualifications