Technical Support Rep

The Role

Provide first-line support for incoming support tickets.

Respond to incoming issues in a timely way.

Identify problems and escalate to the appropriate next level of support as necessary.

Understand the platform and data well enough to respond to basic issues.

Maintain a 1 business day response time for candidate and internal support inquiries.

Collect and analyze data to understand trends and potential solutions.

Collaborate with partner teams in WeVote to investigate and resolve candidate/user needs.

Essential Requirements

• Availability: At least 5 hours each week during our core team hours M-F 9 a.m. - 6 p.m PST with the ability to work 1-2 hours during Pacific Time overlap.
• Hours are flexible as long as a 1 business day response time is met Monday to Friday.
• Must be available to attend the team meeting each week.

Background

• Computer skills required: Google Workspace
• 1-2 years of experience in technical support
• Zendesk or similar ticket tracking tool preferred
• SaaS product support/knowledge preferred
• Detail oriented
• Good written communication skills
• Analytical thinker
• Ability to work in a fast-paced environment
• Capability to explain technical concepts to non-technical users