Virtuous

Technical Support Specialist – Tier 1

Virtuous

full-time

Posted on:

Location Type: Hybrid

Location: Phoenix • Arizona • United States

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About the role

  • 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.

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaS Technical Supporttroubleshootinganalytical mindsetticketing systemuse case testing
Soft Skills
attention to detailproblem-solvingcommunication skillsorganizational skillsadaptabilityempathycreativityworkload management