43 Technical Assistance jobs in Marlton
Technical Support Specialist
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Job Description
Summary
The Analyst, Tech Support Sr is a highly motivated individual will work with our Technical Support Center team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
The ideal candidate is someone with strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.
Essential Job Functions:
IT Support Key Responsibilities
- Take incoming requests for support via chat, phone, or email, gather information from end user and create an incident or request ticket
- Follow up with the end user to confirm resolution, gather additional information, or provide updated information within Service Now, Fresh Service ITSM platforms
- Understanding and experience using Virtual and Cloud Technologies (Microsoft 365, Microsoft Endpoint Manager, Windows Cloud PC, Amazon Workspaces, SharePoint, MS Teams)
- Install and configure desktops, laptops, and Amazon Workspaces to specifications
- Performs root cause analysis and provides detailed end user support documentation
- Serve as point of contact to internal and external customers through problem resolution
- Maintains a high level of technical skill in the field of expertise
- Assist in continuous development of Support Services procedures
Documentation
- Identify gaps and assist in development and maintenance of Support Services and end user documentation
- Modify and create knowledgebase entries
Security Awareness
- Understanding of security impacts of end user requests and ensure adherence to company guidelines and mandatory training
Other Related Duties:
Performs other related duties as assigned
- Maintain regular and punctual attendance
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Qualifications, Experience, Knowledge, Skills
- At least 3 to 7 years working experience in a Service Desk / Client Services role
- Technical Certifications desired (A+, Microsoft Azure/365 Fundamentals or Cloud+, Security+, MCSA, MTA)
- Experience with Modern Device Management (MDM) tools, including Windows Autopilot and Microsoft Endpoint Manager
- Intermediate to advanced knowledge working in a hybrid On Prem Active Directory and Azure Active Directory environment
- Experience supporting Zero Clients, Windows 365 Cloud PC, Amazon Workspaces (virtual desktop)
- Experience supporting Azure MFA, Cisco VPN AnyConnect, Cisco Duo MFA (Multi Factor Authentication)
- Experience with Service Now, Fresh Service and Microsoft 365 Suite (Office, Outlook, Teams)
- Interactive experience handling phone and chat-based support activities (5k+ user base)
- Intermediate knowledge of desktop operating systems (Windows 11), MAC OSX is (a plus)
- Hands on experience or Hardware knowledge of Microsoft Surface and Dell laptops
- Application install experience via Microsoft Company Portal
- Experience with SaaS based phone platforms; Talk Desk, Viirtue, AVOXI, (nice to have)
- IAM (identity access management) - Administer user accounts and access privileges in the organization’s identity management system Azure AD (Entra) add to groups, roles and or Enterprise Applications
- Participate in IAM audits and review access control reports to identify potential risks
Education and/or Experience:
Technical certification, college degree or equivalent combination of education and experience required.
Certifications desired; (A+, Microsoft Azure/365 Fundamentals or Cloud+, Security+, MCSA, MTA)
At least 3 to 7 years working experience in a Service Desk, end user computing role desired
Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to communicate effectively, present information and respond to questions from groups of managers, clients, customers, and the general public.
Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Customer Service Relationships:
Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.
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DNA Expert Liaison- Post Conviction Testing of DNA Evidence Technical Assistance, Quattrone Cente...
Posted 2 days ago
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Job Description
The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Large Employers in 2023.
Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.
Posted Job Title
DNA Expert Liaison- Post Conviction Testing of DNA Evidence Technical Assistance, Quattrone Center for the Fair Administration of Justice
Job Profile Title
Associate Director E, Research
Job Description Summary
The University of Pennsylvania Carey Law School is one of the nation's oldest and most distinguished law schools. The School offers a unique approach, incorporating cross-disciplinary legal education, a distinctly collaborative environment, and an innovative curriculum to enrich student learning. The small and highly interdisciplinary faculty achieves scholarly excellence while emphasizing a shared effort to advance understanding of the law. The result is an intellectual community that bridges traditional boundaries and disciplines within a renowned internal culture of collegiality, making the University of Pennsylvania Carey Law School an extraordinarily supportive academic community for all its members.
Reporting to the Project Manager for the Post-Conviction Testing of DNA Evidence Technical Assistance, the DNA Expert Liaison will serve as a DNA Subject Matter Expert (SME) and advise grantees under the direction of the Project Manager; the Liaison will connect individual grantees with other relevant Subject Matter Experts (SMEs) to help them evaluate the potential for DNA testing on individual cases and guide grantees through testing selection and evaluation. The DNA Expert Liaison will ensure the appropriate SME is connected to the Grantee based on the complexity of the case and the DNA testing needs. Areas of SME focus may include, but are not limited to, probabilistic genotyping, mixture analysis, forensic genetic genealogy, and general examination of evidence.
Job Description
Specific responsibilities include Direct Assistance with Grantees
+ Serve as in-house DNA Subject Matter Expert (SME) to work directly with grantees
+ Identify network of appropriate SMEs to work with grantees directly and connect grantees with SMEs for individual case consultation. Subject Matter Experts should have over 10 years of experience performing DNA testing in a forensic laboratory setting and be familiar with emerging DNA testing protocols.
+ Follow up with grantees after a Subject Matter Expert consultation to evaluate the experience and determine if additional assistance is necessary.
Qualifications:
+ Qualifications: An advanced degree (MS) in physical science, biological science or forensic science is required. Knowledge of DNA reviewing and testing procedures and hands-on forensic lab experience required. Experience as an expert witness preferred. Preference given to applicants who also hold a JD in addition to the required qualifications.
+ A minimum of ten years of relevant professional experience in forensics or criminal justice. The successful candidate will have significant experience in post-conviction forensic testing.
+ Familiarity with and appreciation of the role and mission of the Quattrone Center for the Fair Administration of Justice and the Law School and its relationship to the University, as well as understanding of the criminal justice system; strong ability to articulate that role and interact comfortably with the broad range of individuals and constituency groups crucial to the advancement of the Law School and the Center.
Additional Job Description
+ Remote Eligible - This position is eligible for a fully remote schedule with all work performed remotely.
Job Location - City, State
Philadelphia, Pennsylvania
Department / School
Law School
Pay Range
$93,500.00 - $125,000.00 Annual Rate
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job's level. Internal organization and peer data at Penn are also considered.
Equal Opportunity Statement
The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law .
Special Requirements Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.
University Benefits
+ Health and Life: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare.
+ Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
+ Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
+ Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
+ Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
+ University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
+ Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
+ Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
The University of Pennsylvania's special character is reflected in the wide variety of backgrounds, experiences, and perspectives of the Penn community. We seek talented faculty and staff who will constitute a vibrant community and help create an educational and working environment that best supports the University's commitment to excellence in teaching, research, and scholarship. The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status, or any class protected under applicable federal, state or local law.
Accountant - Customer Support
Posted 3 days ago
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Join to apply for the Accountant - Customer Support role at HomeSource Systems
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Join to apply for the Accountant - Customer Support role at HomeSource Systems
About HomeSource
HomeSource is a dynamic and rapidly growing company. With 12 years of growth and innovation, the HomeSource team has maintained a singular vision to make life simpler for retailers and manufacturers by aggregating large amounts of data into one single, usable system. Today, that vision is blending with new cloud technology in ways that would have seemed impossible even a decade ago. It is now possible to bring together millions of pieces of information - including item numbers, product specs, training videos, and more - into an app that can be used and updated in real-time. The result isnt just useful, its groundbreaking. Although we work with cloud-based apps and systems, we have never forgotten that we are in the business of solving problems. That means well keep working hard to find new ways to help you benefit from accurate content and streamlined processes.
Job Title Accountant - Customer Support
Location Marlton, NJ / Hybrid
About HomeSource
HomeSource is a dynamic and rapidly growing company. With 12 years of growth and innovation, the HomeSource team has maintained a singular vision to make life simpler for retailers and manufacturers by aggregating large amounts of data into one single, usable system. Today, that vision is blending with new cloud technology in ways that would have seemed impossible even a decade ago. It is now possible to bring together millions of pieces of information - including item numbers, product specs, training videos, and more - into an app that can be used and updated in real-time. The result isnt just useful, its groundbreaking. Although we work with cloud-based apps and systems, we have never forgotten that we are in the business of solving problems. That means well keep working hard to find new ways to help you benefit from accurate content and streamlined processes.
Summary
As an Accountant - Customer Support, you will be at the forefront of solving complex accounting challenges for our valued customers. Your key mission is to master the inner workings of the HomeSource System's accounting system, becoming the go-to expert who provides unparalleled support to our clients. This role is not just about numbers; it's about being the dynamic bridge between our financial expertise and our customer's unique needs, creating a thrilling opportunity for those who relish the art of engaging with people while making a tangible impact.
Required Experience
- 2+ years of accounting experience, including experience interfacing with customers.
- Bachelors degree in accounting, finance, or a related field.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- A passion for helping and working with people.
- Ability to learn and adapt to new software systems quickly.
- Understanding of accounting principles and financial regulations
- Become proficient in the HomeSource System's accounting system to effectively address customer inquiries and issues.
- Provide top-notch customer support by addressing accounting-related queries and concerns.
- Interface with customers and clients to offer guidance and solutions related to their accounting needs.
- Collaborate with cross-functional teams to resolve complex accounting issues and contribute to continuous improvement.
- Contribute to product development and improvement by sharing valuable customer insights.
- Maintain up-to-date knowledge of industry trends and accounting regulations.
We are committed to providing competitive compensation for all roles at HomeSource. We carefully consider multiple factors when determining compensation, including your skills, experience, and location while balancing internal equity relative to peers at the company.
Where Youll Work
Experience the best of both worlds with our innovative hybrid work model. Imagine having the freedom to work from the comfort of your own home three days a week, while also enjoying the energy and camaraderie of our vibrant office environment for two days. It's the perfect fusion of flexibility and collaboration that empowers you to thrive.
At the heart of our culture is a commitment to fostering an exceptional work-life balance. We believe that your personal well-being is as important as your professional growth. With our unique approach, you can seize control of your schedule, dedicating focused days to conquer tasks from home and immersing yourself in the team synergy at our office.
What We Offer
- Competitive salary
- Growth-oriented environment with potential for career advancement.
- Collaborative and inclusive company culture.
- Access to cutting-edge technologies and tools.
HomeSource provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Seniority level
- Seniority level Entry level
- Employment type Full-time
- Job function Accounting/Auditing and Finance
- Industries IT Services and IT Consulting
Referrals increase your chances of interviewing at HomeSource Systems by 2x
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#J-18808-LjbffrCustomer Support Specialist
Posted 15 days ago
Job Viewed
Job Description
Key Responsibilities:
- Serve as the primary point of contact for customers via phone, email, and live chat, resolving product-related questions and technical issues.
- Diagnose and troubleshoot software and account-related problems, guiding customers through step-by-step solutions.
- Escalate complex issues to senior support engineers or relevant departments, ensuring timely resolution and follow-up.
- Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
- Educate customers on product features, functionalities, and best practices to maximize their utilization of the software.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQ resources.
- Provide feedback to product and engineering teams based on recurring customer issues and suggestions.
- Adhere to established service level agreements (SLAs) and strive to exceed customer expectations with every interaction.
Qualifications:
- Bachelor's degree or equivalent practical experience in customer service or a related technical field.
- Minimum of 2-3 years of experience in a customer support, helpdesk, or technical support role, preferably in a software or technology environment.
- Strong technical aptitude and ability to quickly learn new software and troubleshoot common issues.
- Exceptional verbal and written communication skills, with a patient and professional demeanor.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Excellent problem-solving skills and ability to think critically under pressure.
- Ability to work independently in a remote setting while maintaining high productivity and collaboration with a distributed team.
- Experience with SaaS products is highly desirable.
What Our Client Offers:
- A competitive hourly wage ranging from $20 to $25, commensurate with experience.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including holidays and sick leave.
- 100% remote work flexibility, providing an excellent work-life balance while supporting customers near Philadelphia, Pennsylvania, US .
- Opportunities for professional development and continuous learning about cutting-edge technologies.
- A supportive and collaborative team environment that values customer success and employee growth.
If you are a dedicated and technically savvy Customer Support Specialist eager to deliver outstanding service in a remote capacity, we encourage you to apply. Join our client's team and help them empower their customers!
Customer Support Specialist
Posted 15 days ago
Job Viewed
Job Description
As a Customer Support Specialist, you will handle inbound calls, emails, and chat requests from customers, providing comprehensive information and solutions to their queries. Your primary goal will be to address concerns, troubleshoot problems, and guide customers through product features or service processes. You will also be responsible for documenting interactions accurately and escalating complex issues to senior support staff when necessary. This role requires a keen eye for detail and the ability to multitask in a fast-paced environment, ensuring every customer feels heard and assisted.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Diagnose and resolve technical issues and service-related problems with patience and clarity.
- Provide detailed product and service information, empowering customers to utilize solutions effectively.
- Document all customer interactions, feedback, and resolutions accurately in the CRM system.
- Collaborate with internal teams to escalate and resolve complex customer issues.
- Identify opportunities for process improvement to enhance the overall customer experience.
- Maintain a high level of product knowledge and stay updated on new features and services.
- Educate customers on best practices and available resources for self-service.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 1-3 years of experience in a customer service or helpdesk role.
- Proficiency with CRM software and general office applications (e.g., MS Office Suite).
- Excellent verbal and written communication skills, with a friendly and professional demeanor.
- Strong problem-solving abilities and a knack for explaining technical concepts clearly.
- Ability to multitask, prioritize, and manage time effectively in a busy environment.
- Empathy and patience when dealing with challenging customer situations.
- A commitment to providing exceptional service and building positive customer relationships.
The ideal candidate will possess a proven track record in delivering outstanding customer support and demonstrate an ability to adapt to new challenges in a constantly evolving service landscape. Our client is committed to fostering a diverse and inclusive workplace where all employees feel valued and respected. They offer competitive compensation, comprehensive benefits, including health, dental, and vision insurance, paid time off, and opportunities for professional growth and development within a supportive work culture. This is a chance to join a team dedicated to innovation and customer satisfaction. If you are passionate about helping people and eager to make a significant impact on customer loyalty, we encourage you to apply and become a vital part of our client's success.
Customer Support Specialist
Posted 15 days ago
Job Viewed
Job Description
Responsibilities:
- Provide exceptional customer support through various channels, including email, chat, and phone.
- Respond to customer inquiries, troubleshoot technical issues, and resolve complaints efficiently and effectively.
- Educate customers on product features and functionalities, guiding them through solutions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with the product and engineering teams to identify and escalate recurring issues or bugs.
- Create and update knowledge base articles and FAQs to empower customers with self-service options.
- Monitor customer feedback and contribute to improving overall customer satisfaction and product usability.
- Maintain a high level of product knowledge and stay updated on new releases and features.
- Proactively identify opportunities to improve the customer experience and streamline support processes.
- Adhere to established service level agreements (SLAs) and quality standards.
- Participate in ongoing training and professional development to enhance support skills.
Qualifications:
- 1-2 years of experience in a customer service or helpdesk role, preferably in a tech or software-as-a-service (SaaS) environment.
- Strong verbal and written communication skills with a clear, concise, and professional tone.
- Excellent problem-solving abilities and a keen eye for detail.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Tech-savvy with a basic understanding of software applications and web technologies.
- Empathetic and patient demeanor, with a genuine desire to assist customers.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent; some college coursework preferred.
Our client values its employees and offers a supportive remote work environment, competitive salary, comprehensive benefits, and opportunities for career advancement. If you are passionate about customer success and ready to make a significant impact, we encourage you to apply for this exciting opportunity.
Customer Support Representative
Posted 15 days ago
Job Viewed
Job Description
Key Responsibilities:
- Provide primary customer support via phone, email, and chat, resolving inquiries and technical issues efficiently.
- Diagnose and troubleshoot software-related problems, guiding users through step-by-step solutions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex issues to senior support staff or relevant departments as needed, ensuring timely resolution.
- Educate customers on product features, best practices, and self-service resources.
- Maintain a high level of customer satisfaction by providing professional, courteous, and prompt service.
- Contribute to the knowledge base by creating and updating support articles and FAQs.
- Identify recurring issues and provide feedback to product development teams for continuous improvement.
- Participate in ongoing training to stay updated on product changes and support best practices.
Required Qualifications:
- High school diploma or equivalent; Bachelor's degree preferred.
- 2+ years of experience in customer service, helpdesk support, or a call center environment, preferably in a tech-related field.
- Strong technical aptitude with the ability to quickly learn new software and systems.
- Excellent verbal and written communication skills, with a clear and empathetic communication style.
- Proven problem-solving and analytical skills, with a focus on finding effective solutions.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Proficiency in using CRM software (e.g., Zendesk, Salesforce Service Cloud) and Microsoft Office Suite.
- Reliable high-speed internet connection and a quiet home office environment are essential for remote work.
- Flexibility to work occasional evenings or weekends as business needs dictate.
What Our Client Offers:
Our client offers a supportive and collaborative remote work environment with a strong commitment to employee well-being. They provide a competitive hourly wage, a comprehensive benefits package including health, dental, and vision insurance, a 401(k) plan, and paid time off. You'll receive extensive training and ongoing support to ensure your success, along with opportunities for career growth within the customer service or other departments. Join a team dedicated to customer excellence and continuous learning, making a real impact on user satisfaction.
Customer Support Engineer
Posted today
Job Viewed
Job Description
Job Description
Salary: 60k-70k annually, DOE
We're growing and looking for our next Customer Support Engineer to join our team! Do you share our passion for accountability, love our core values, enjoy technology, and possess excellent written and spoken communication skills? Read on!
Whats the starting salary range?
Depending on your customer service and technical support experience, this full-time salaried role starts between $60,000 and $70,000 annually.
What makes the Accountable2You support team different?
Everything we do at Accountable2You centers around support-driven growth, which we feel is the ideal way to grow a company that centers around serving our customers. Customer Support is central to our business model, essential to our vision, and vital to our shared success.
What does a normal day look like?
As a Customer Support Engineer, you will need to master the deeper workings of our software acting as a subject-matter expert and guiding other team members through complex conversations. Most of our work centers around things our customers encounter: troubleshooting software issues on various device types, explaining technically advanced details about our software and website, fixing billing problems, and training customers on best practices with our software. The constant advancements within Windows, Mac, Linux, Android, Apple iOS, and Chrome OS give us a wealth of technical topics to learn and master each day.
As a CS Engineer, youll also be expected to learn about our backend technology stack over time as youll frequently serve as the liaison between Customer Support and DevOps. To effectively communicate with our product and DevOps teams, youll need to understand the fundamentals of our various monitoring methods and API functions. While you wont necessarily write our technical documentation, your expertise will be leaned upon heavily to review our customer-facing documentation for technical accuracy as we roll out software updates.
Although you might not be a software developer, youll spend about 20% of your week on troubleshooting, bug-reporting, and project-based tasks. Youll also get the chance to use virtual machines and test devices to suit your test cases and isolate bugs in our production software.
Our Customer Support team handles incoming technical and account-related emails as well as live chats while working together on improving our processes, customer documentation, and learning (and testing) our technology.
Its important to note that while our support team is customer-facing, we dont operate in a call center or a sweatshop dynamic. Customer Support spends a great deal of time designing processes, improving our customer-facing content, and documenting our technology. Youre expected to jump into the inbox alongside the other team members, yet also spend a great deal of time designing processes, improving our customer-facing content, and documenting our technology.
Our Customer Support team doesn't offer counseling services to our customers. Yet, we listen with compassion and empathy and then move forward with recommendations to better utilize our software in the customer's unique situation.
While many of our customers use our software to keep would-be temptations at bay and maintain a lifestyle of purity, others struggle deeply with pornography and other addictive behaviors. As you help your team serve customers, you may encounter vulgar and offensive words but we've intentionally prevented our software from capturing images or links to the objectionable content. We do our best to guard our team against objectionable content, and under no circumstances will you need to examine offensive websites or material.
About you
- Youre an outstanding human . We get it, no one is perfect, yet you possess a strong moral character thatloves our core values and affirms Accountable2You's mission and purpose.
- You believe the struggle is real . You countbondage to pornography and other addictive behavior as serious matters. Youre committed to helping people in their journey toward life change.
- Youre experienced in tech support . Were looking for at least 3 years of experience in a technical support role such as desktop support, system support specialist roles, or network support specialist roles.
- Bonus points if written communication between you and your customers comprised over 50% of your interactions!
- Youre a veteran with SaaS software and technology . We provide extensive training on our products, but you wont need any training on the common software tool stack; youve been there and done that. If you havent used it before, you know how to find the answer and learn the tool because you do this all the time.
- Youre a natural communicator . While you dont need to be an extrovert, those who know you best would say you thrive in environments that rely upon clear written and spoken communication. Youre actively learning new methods of utilizing tone and voice in your customer interactions.You can document even the most confusing error or bug in an understandable and relatable way; both DevOps and Customer Support understand what youre saying.
- Youre a resourceful learner and a natural teacher . Youre naturally curious and love the art of asking the better question that reveals the actual need. You have a long list of techniques for navigating complex or confusing situations. You might not be a developer, but youre resourceful: you know how to test your hypothesis, isolate bugs, and find answers. You're a gifted peer mentor who can humbly guide your teammates as they handle challenging technical questions.
- Youre highly empathetic and see things from the other persons point of view . You know that everyone possesses unique skills and life experiences, so you default toward kindness and patience rather than critique and judgment. You make people feel empowered after interacting with you rather than stupid because of a knowledge gap or a small mistake. Your teammates depend upon your ability to see the technical factors behind a problem.
- Youre eager to grow personally and professionally . Like a world-class athlete working with a coach, you want to know what you did well and what you can do better next time. Excellence matters to you. At Accountable2You, we all view feedback as the means to grow and improve toward excellence. That means were quick to learn from our mistakes and quick to extend grace to others amid their mistakes, too.
- Youre persistent and love solving problems . There are few easy answers here, and this excites you. Every customer is a real person with unique needs and emotional predispositions. Likewise, every device is different and poses its own challenges. You dont quit until youve done the hard work to research and answer the question at hand.
- You love discovering a better way . Like us, you feel the saying, faster is better isnt quite right. Instead, you believe that better makes us faster, so youre always on the lookout for new efficiencies and a better way forward. Speed improves with efficiency and experience, and youve built a fair bit of both. You love building a process, seeking clarity, and creating unity through standardization.
- Youre a flexible and proactive doer . You dont wait for someone to tell you what to do next. You own your work, and youre always looking for the next opportunity to meet a need, serve customers, or help your team. You see trends and rally your peers to take action. You know how to escalate critical matters to management or take the lead when its within your scope. Likewise, youre flexible to help cover our Saturday rotation or other shifts in the future.
Requirements
- A minimum of three years of experience in a technical support role, preferably in an IT department or technology-centered role
- A genuine delight in serving customers and meeting needs
- Mastery in explaining complex concepts with a tone that reflects a kind, honest, and confident clarity
- Experience with VPNs/networking, systems administration, software development, or end-point support (desktops, mobile, etc.)
- Highly proficient in learning and testing new technologies (e.g., versions of Linux)
- Expert troubleshooter: You know how to reproduce a bug and document your steps
- Familiarity with virtual machines (Oracle VirtualBox, Parallels, VMWare, etc.)
- Mastery of tools like Google Docs, Sheets, Zoom, Gmail, and similar software
- Experience using Zendesk, Help Scout, or similar software
- Experience using project/task management tools like Trello, Basecamp, Wrike, Asana, or similar software
- Ability to refine, create, and expand defined processes, pursuing clarity when the next steps are unclear
- A quick learner who rapidly adapts to change
- Affirmative, can-do attitude toward tasks and responsibilities
- A team player whoshumble, hungry, and smart
- Excellent attention to detail and agrowth mindset(Tip: 1.25x playback speed )
Bonus points
- Administration experience in Zendesk, Help Scout, or other similar software
- Experience with payment platforms like Stripe, PayPal, etc.
- Experience with technical writing or copywriting (support articles, blogs, etc.)
- Experience with message platforms like Twilo, Esendex, etc.
- Experience in project management, process modeling/flow charts, etc.
- You're already using Accountable2You (or another similar accountability tool)
When and where do you work?
This role works standard business hours (Monday through Friday, 8 AM - 5 PM). This role is office-based in Williamstown, Kentucky, and is not eligible for remote work.
We recognize the best talent might not live within a commuting distance to our office. We offer a generous relocation package for US-based candidates outside the local area. If youre our top candidate, well help you move here!
Does this sound like a good fit?
We hire the best fit, but theres a lot more that goes into best fit than a laundry list of previous experience.
If you love ourmission and values and model thehumble, hungry, and smartethos we aim for at Accountable2You, we encourage you to apply - wed love to hear from you! We respond to all applicants, so you'll definitely hear back from us.
PS - We love cover letters! Be sure to include one with your application to let us know why you'd like to work for Accountable2You!
PLEASE NOTE: Our emails to you may go to your spam/junk folder if your spam filter is overly aggressive. After submitting your application, please check for our automated confirmation email in your email inbox. If the automated confirmation email doesn't appear in your inbox, please check your spam/junk folder and mark the message as "not spam" or "not junk" to receive our follow-up responses.
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