The Customer Support team provides customer service and technical support by empowering customers to accomplish what they need to be successful. The Customer Support Technician fields and answers reactive technical support requests with efficiency and accuracy. Our technicians are world-class customer support professionals that are constantly deepening their knowledge of the software and honing the skills required to help customers resolve their problems. 

Duties and responsibilities:

• Help customers resolve their technical issues over the phone, email and messenger
• Provide a world-class support experience for our customers by embodying a helpful, friendly, and empathetic attitude
• Develop expertise in the NationBuilder platform and working proficiency in email deliverability, DNS and theme by leveraging internal tools, such as Sendgrid, and DNS Made Easy
• Manage customer issues and emails efficiently and effectively
• Document and troubleshoot product issues on the platform using our internal reporting tools
• Monitor and review customer account user submitted content for pernicious activity using internal tools
• Stay abreast of new NationBuilder product features and improvements
• Identify and clearly report customer issues to other teams as appropriate within NationBuilder
• Support the rest of the company on cross-functional issues when required

You:

• Are a voracious learner, constantly curious about how things work.
• Are a creator - always willing to take initiative with a can-do attitude.
• Are known among friends and family for being helpful.
• Exude empathy and are calm under pressure.
• Have strong reading comprehension and listening skills, with the ability to identify the root of a customer’s need.
• Relish working in an open and collaborative environment.
• Are an excellent communicator with strong grammar and spelling skills and fast, accurate typing.
• Are at ease fielding technical questions and relentless when it comes to finding answers.
• Are comfortable using tools such as Slack, Intercom and Google Docs on a daily basis.
• Are willing to work weekend shifts.
• Have experience in customer-facing service, such as retail, hospitality, online support, etc. (preferably)