Customer Support Specialist - Trial to Hire

Donorbox; United States; Remote; USD 24,000 - 25,000; Full time

Job summary

Donorbox is seeking a Customer Support Specialist to join the Trial to Hire program in a fully remote role serving Latin America. You will respond to email tickets, assist the team in bug triage, and provide product usage guidance to customers while maintaining a strong support standard.

Ideal candidates bring Zendesk experience, strong analytical and communication skills, and a familiarity with SaaS products.

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.

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.

Skills

Zendesk

Analytical skills

Problem-solving

Clear communication

SaaS experience

Job description

Customer Support Specialist - Trial to Hire

About Donorbox

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.

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)
• This is a temporary role with possibility to convert into full-time.

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

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.