Customer Support Specialist - Temporary

Donorbox; France; Hybride; EUR 18 000 - 19 000; Plein temps

Résumé du poste

Donorbox is seeking a Customer Support Specialist to join the Customer Success and Intelligence (CSI) team. The role focuses on tackling complex queries about Donorbox and helping customers resolve technical issues, ensuring a stellar support reputation.

You will respond to email tickets, investigate issues with the Support Development team, and contribute to updating the knowledge base in Zendesk. Strong English skills and SaaS experience are required.

Qualifications

• Experience with support ticketing software (Zendesk preferred).
• Excellent analytical and problem-solving skills.
• Ability to explain complex ideas in a concise and simple way.
• Excellent written and verbal English communication skills.
• SaaS experience.

Responsabilités

• Respond to e-mail support tickets promptly, providing support and information as required.
• Investigate issues and assist the Support Development team in identifying bugs.
• Handle complex technical issues and maintain an accurate understanding of those issues.
• Assist in updating our knowledge base in Zendesk as needed.
• Provide product usage guidance and best practices to customers.
• Monitor customer feedback and suggest improvements to enhance the customer experience.

Connaissances

Analytical thinking

Problem solving

Clear communication

English proficiency

Outils

Zendesk

Description du poste

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to close to $3B in donations.

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries.

Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews. We're proud of what we do, and our product reflects it!

The Role

We’re looking for someone passionate about stellar customer support to join our Customer Success and Intelligence (CSI) team! Our product is web-based and technical in nature, so our ideal candidate must be skilled enough to tackle complex queries about Donorbox and help customers solve any technical issues. The Customer Support Specialist will play a key role in maintaining our excellent company reputation for supporting and responding to customer needs.

Responsibilities

• Respond to e-mail support tickets promptly, providing support and information as required
• Investigate issues and assist the Support Development team in identifying bugs
• Handle complex technical issues and maintain an accurate understanding of those issues
• Assist in updating our knowledge base in Zendesk as needed
• Provide product usage guidance and best practices to customers
• Monitor customer feedback and suggest improvements to enhance the customer experience

Qualifications & Experience

• Experience with support ticketing software (Zendesk preferred)
• Excellent analytical and problem-solving skills
• Ability to explain complex ideas in a concise and simple way
• Excellent written and verbal English communication skills
• SaaS experience

Details

• Fully remote based in Latin America (El Salvador, Mexico, Brazil, and Colombia)

The Application Process

We have 6 stages:

• Apply here and fill out our questions to tell us about you!
• Assignment
• Prescreen Call with the Talent Team
• Interview with Hiring Manager
• Panel/Final Interview
• Background & Reference Checks

If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!

The pay for this role is budgeted at $923.09 USD biweekly. Is that ok with you? * Select...

Are you comfortable working as an Independent Contractor? As an Independent Contractor, you are responsible for all applicable taxes or withholdings. The company does not pay or withhold these on your behalf. * Select...