Technical Support Analyst

WebLinkSupport 0-2 Years

Job Description

MemberClicks empowers member-based nonprofits to thrive through shockingly refreshing technology and a heart for service. That’s our mission statement, and we hire people who live and breathe it.

Right now, we're looking for that rare individual who is technically in-the-know and an excellent communicator to join our team as a Technical Support Analyst, or Product Expert.  This role supports our MemberClicks AMS, WebLink AMS, and ePly products and customers.

You will be a key player in establishing and maintaining customer expectations, providing assistance for our products and providing feedback and input for product enhancements. You must enjoy speaking with people, trouble-shooting and problem-solving. Equally, you must have the ability to listen and respond in a professional, approachable manner. Your role is vital to the success of our organization on a daily basis. Although Help Team members are not developers, a solid understanding of Internet technologies will certainly assist you in this role.

Major Responsibilities/Activities:

Providing front line support through phone as well as tickets from our customer service system (Zendesk)
Trouble-shooting various technical issues while assisting clients in the effective use of our products
Proactively work to prevent future client issues through attention to detail when working on current issues
Communicate with genuine empathy and a sense of urgency
Gain and demonstrate ongoing process and product knowledge
Be the liaison for customers on any new product offerings and updates
Ability to defuse escalated clients and create appropriate resolutions for their issues
Escalate clients issues to appropriate team (when necessary) with a clear handoff; providing sufficient details while communicating to internal and external stakeholders
Maintain company standards for quality and customer satisfaction
Consistently providing a refreshing experience
Other related tasks as assigned
Technical / Soft Skills:

Internet/web browsing savvy
Basic understanding of HTML
Relational database concepts
Experience with credit card processing a plus
Experience with email and hosting services a plus
Well organized and flexible
Pleasant phone presence
Ability to maintain a professional and positive attitude in all situations
Ability to convey complex technical issues in everyday language
Ability to overcome obstacles and proceed with a positive outlook
Affinity for process improvements
Job Requirements:

6 months of relevant business experience
Above average customer service skills
Above average multitasking skills
Superior communication and people skills
Ability to receive feedback and make appropriate adjustments
Ability to self-manage and coordinate multiple ongoing tasks
Ability to take ownership of tasks and adhere to deadlines
Ability to follow attendance policy and adhere to set schedule
Desire and willingness to learn every day
Previous SaaS experience (preferred)
Finally, consider the following:

If your idea of a fun job is starched shirts and cubicles, this may not be the job for you.
Do you value working in a fun, innovative and casual professional environment?
Do you want to work with exceptionally smart and talented individuals and have the opportunity to play a critical role in building a successful business?
We offer a competitive salary and bonus structure along with competitive medical coverage, 401k (with matching!), paid holidays and vacation, free gym membership, and a flat out great environment to work.

Posted On

March 6, 2019