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22 Jun 2022

Full-Time Technical Support Specialist

empowerproject – Posted by empowerproject Anywhere

Job Description

About Empower Project 

Empower Project aims to help organizations understand the principles of relational organizing and have the skills, software, and financial support to be successful in their organizing work. Empower Project will provide full support to an organization by working with them to develop, write and implement a relational organizing plan that fits into their larger mission and provide them with training to develop and apply core skills in their volunteers. Empower Project’s trainers, who are some of the most experienced relational organizing professionals in the country, will provide the support and training needed to increase this critical approach’s effectiveness. We hope to lift up organizations across this country to achieve their organizing goals through training, software, and funding. 

Job Description 

This person will serve as the Technical SupportSupport Specialist for Empower Project. We want this specialist to be an advocate for the customer foremost. Through email via our Zoho CRM, this organizer will be responsible for promptly answering Zoho Desk Tickets. 

We are looking for someone who is highly independent and takes initiative, is able to prioritize issues, and is good with digging into documentation and data. In this climate, we are often working in rapid response moments and seek a candidate who thrives in this environment. We have a culture of experimentation – we want you to propose bold ideas that sometimes fail and sometimes succeed. 

Duties Include 

  • Serve as the initial point of contact for the tech support workflow with individual users and organizations to tag issues, resolve, and/or escalate them.
  • Work with client training staff team to ensure they know actionable details about which organizations are failing or struggling, which staff may need assistance, or other important mid-cycle analysis that clients could use to improve their work
  • Do periodic client data audits in conjunction with training staff to ensure clients have their accounts set up correctly, user permissions are assigned correctly, and the organizations are using (if not at least aware) of the full features set available via software to achieve their organizational goals.
  • Work with training staff on onboarding new organizations and setting up new accounts
  • Communicate customer questions and needs to the product documentation team for training materials and feature updates for rollout to clients
  • Engage in user feedback collection around the software tool

Successful candidates will meet the following criteria 

  • Responsive problem solving in a varied work environment with multiple issues in progress at once.
  • Analytical skills – Ability to dig through resources
  • Strong written and verbal communication skills are a must. Not afraid to ask many questions and help across departments as the customer advocate
  • Cultural competence: shares our commitment to increasing racial diversity in our movement and organization, integrating justice and equity into the work we do and ensuring an inclusive organizational culture. 

Additional consideration will be given to candidates with the following 

  • Previous background working in diverse communities or cultures. 
  • Previous background with the use of SQL or programming languages 
  • Previous background with customer services skills
  • Previous background with the use of CRM software such as Zoho or SAP
  • Previous background in providing technical support

Time Commitment & Compensation 

This is a full-time, seasonal, work from home position. Compensation is $55,000 a year, plus benefits. 

Benefits include health insurance, dental insurance, and paid time off. Paid time off includes vacation, sick leave, personal days, and federal holidays. 

How to Apply

To Apply  Please send a cover letter letting us know why you are interested in applying along with a resume outlining relevant experience and work history to  Empower Project is an equal opportunity employer and does not discriminate based on age, sex, race, ethnicity, religion, gender identity or sexual preference. Women, persons of color, and individuals from the LGBT community are strongly encouraged to apply.

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: nonprofit, political, Remote, and Tech. Salaries: 40,000 - 60,000.

Job expires in 42 days.

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