Technical Support Specialist- Tier 1

Ascent360; United States; Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Market-competitive pay

Bonusly recognition

401(k) plan

Unlimited PTO

Volunteer days

Healthcare benefits

Parental leave

Company outings

Job summary

Virtuous in Phoenix, AZ is seeking a Technical Support Specialist to join our Tier 1 team, delivering outstanding customer service for our B2B SaaS customers. You will handle email tickets and inbound calls, troubleshoot with speed, and gain product expertise across Virtuous offerings while maintaining accuracy and empathy.

You will collaborate with the Customer Success team to monitor health metrics, propose creative workarounds, and escalate bugs to Tier 2 when needed.

Qualifications

• 2+ years of B2B SaaS technical support experience.
• 2+ years experience supporting business customers in SaaS environments.
• Experience using CRM systems to track and manage customer interactions.
• Familiarity with ticketing systems such as Zendesk, Intercom, or Freshdesk.
• Strong analytical mindset and ability to troubleshoot and test use cases.
• Ability to manage workloads and prioritize tasks in a fast-paced setting.
• Excellent written and verbal communication skills.
• Highly organized with strong attention to detail.
• Desire for continuous personal and professional growth.
• Thrives in a flexible startup culture.

Responsibilities

• Respond to incoming support tickets via email or phone with high attention to detail.
• Maintain and improve ticket closure times, response times, and CSAT metrics.
• Propose creative solutions, including workarounds beyond initial design intent.
• Troubleshoot and resolve issues, seeking information and escalating when needed.
• Detect, analyze, and communicate bugs to Tier 2 with clear evidence.
• Keep customers updated on issue status and set expectations.
• Maintain a positive, empathetic, and professional attitude.

Skills

B2B SaaS support

CRM systems

Ticket system experience

Analytical mindset

Troubleshooting

Time management

Clear communication

Organizational skills

Growth mindset

Adaptable/startup

Tools

Zendesk

Intercom

Freshdesk

Job description

We are giving priority to applicants located in Phoenix, AZ, to support our hybrid work model.

Position Summary

As a Technical Support Specialist at Virtuous, you will be part of our Tier 1 team providing exceptional customer service and support to our customers. Employing a proactive and engaged method, you'll be responsible for taking a hands‑on role at the forefront, addressing customer issues through email-based tickets and promptly responding to incoming calls. You'll gain expertise in different areas of the Virtuous product portfolio, becoming skilled at recognizing, evaluating, and resolving issues with speed and precision.

Responsibilities

• Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.

• Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.

• Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task.

• Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations.

• Detect, analyze, and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence

• Keep customers informed about the status of their issues, providing regular updates and setting clear expectations.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience.

• Adapt to new challenges and responsibilities as they arise in a dynamic work environment.

You Must Have

• 2+ years B2B SaaS Technical Support experience

• Experience with CRM systems.

• Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.

• Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software.

• Ability to manage workload based on changing priorities.

• Clear and articulate communication skills.

• Phenomenal organizational skills.

• Desire for constant growth personally and professionally.

• The ability to thrive in a fast-paced, flexible start-up environment.

• Ability to take your work seriously without taking yourself too seriously.

Nice To Have

• Hands‑on experience working with merchant/payment processors like Stax, Stripe, and Authorize.Net.

About Us

Virtuous software is powering the world’s leading nonprofits and inspiring a new generation of generosity.

At Virtuous, we believe generosity has the power to transform the world - and so we are on a mission to create $10B in net new generosity by helping nonprofits better connect with and inspire their donors.

Our talented team is hungry, humble, and committed to delivering best‑in‑class software solutions, customer success interactions, and sales experiences to the nonprofit community.

Our values are more than just a poster on the wall. Instead, our mission and values are precisely why candidates choose Virtuous. Our core values are:

1. Build Better: We build audacious ideas to accelerate philanthropy and dismantle the status quo.

2. Display Radical Generosity: We are generous with our time & talent as we serve our team and the nonprofit community.

3. Stay Humble & Enjoy the Journey: We take our work seriously, but we don't take ourselves too seriously.

Virtuous should act as a career accelerator for everyone on our team. Team members should look back at their time at Virtuous as one of the most productive and stretching seasons in their professional lives. This means that working at Virtuous isn't for everybody. It is for the select few who are ready to do hard things and build something truly great.

What We Offer

• Market competitive pay leveraging Carta data

• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

• 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days

• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO

• Supportive time off including paid volunteer days and company holidays

• Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)

• We pride ourselves on Community and host exciting company outings and events.