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Customer Support Representative I

DipJar Boston, MA

  • Posted: January 05, 2021
  • Full-Time

The Customer Support Representative I interacts with DipJar's 4,000+ nonprofit customers who use the DipJar device and our SparkVirtual platform to fundraise, helping them overcome any challenges they encounter during the customer journey. From purchase, to set up, to collection of donations and distribution of funds, the successful Customer Support Representative I will provide dedicated support to expediently resolve technical challenges, directly impacting customer satisfaction and loyalty.

Responsibilities

  • Communicate directly with the customer base to solve technical product issues
  • Document and recognize trends in customer support data for reporting and product improvement
  • Participate in daily support meetings with the goal of identifying and resolving all obstacles preventing ticket resolution
  • Develop a working technical knowledge of the product portfolio, customer uses and applications, assist the team with applications engineering support as needed
  • Escalate issues in operations that could detrimentally affect customer satisfaction to the Customer Support Manager


Requirements

  • BS Engineering, technical degree, or equivalent
  • Minimum of 1 year working experience (Co-Op/Intern experience acceptable)
  • Project management experience a plus
  • Excellent oral and written communications skills
  • Experience using ZenDesk (or similar service portal ServiceNow, JIRA, etc.) a plus
  • Experience with Web-based applications a plus
  • Available to work beyond 5:00 pm as needed (remote availability is acceptable after hours)
  • Self-motivated, able to work independently and under tight deadlines with sense of urgency
  • Must have a strong interest in servicing and satisfying the Customer
  • Ability to work with and influence cross-functional teams
  • Must have a strong interest in operational excellence, performance metrics and data analysis


Benefits

DipJar is a small but passionate team that is growing quickly. You'll have lots of room to grow with us, so if you are eager to give your career a kickstart and learn how to grow a startup, come talk to us!
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Work From Home
  • Equity Plan

DipJar

Address

Boston, MA
02298 USA
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