Customer Support Specialist - Trial to Hire at Donorbox

Job description

About Donorbox Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to close to $3B in donations. 🚀 Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries. 🏅Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews. We're proud of what we do, and our product reflects it! The Role We’re looking for someone passionate about stellar customer support to join our Customer Success and Intelligence (CSI) team! Our product is web-based and technical in nature, so our ideal candidate must be skilled enough to tackle complex queries about Donorbox and help customers solve any technical issues. The Customer Support Specialist will play a key role in maintaining our excellent company reputation for supporting and responding to customer needs. Responsibilities Respond to e-mail support tickets promptly, providing support and information as required Investigate issues and assist the Support Development team in identifying bugs Handle complex technical issues and maintain an accurate understanding of those issues Assist in updating our knowledge base in Zendesk as needed Provide product usage guidance and best practices to customers Monitor customer feedback and suggest improvements to enhance the customer experience Qualifications & Experience Experience with support ticketing software (Zendesk preferred) Excellent analytical and problem-solving skills Ability to explain complex ideas in a concise and simple way Excellent written and verbal English communication skills SaaS experience Details Fully remote based in Latin America (El Salvador, Mexico, Brazil, and Colombia) Salary: $923.09 bi-weekly This is a temporary role with possibility to convert into full-time. The Application Process We have 6 stages: Apply here and fill out our questions to tell us about you! Assignment Prescreen Call with the Talent Team Interview with Hiring Manager Panel/Final Interview Background & Reference Checks If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!

Requirements

Must-haves

Respond to e-mail support tickets promptly, providing support and information as required
Investigate issues and assist the Support Development team in identifying bugs
Handle complex technical issues and maintain an accurate understanding of those issues
Assist in updating our knowledge base in Zendesk as needed
Provide product usage guidance and best practices to customers
Monitor customer feedback and suggest improvements to enhance the customer experience
Qualifications & Experience
Excellent analytical and problem-solving skills
Ability to explain complex ideas in a concise and simple way
Excellent written and verbal English communication skills
SaaS experience
Fully remote based in Latin America (El Salvador, Mexico, Brazil, and Colombia)
Salary: $923.09 bi-weekly
This is a temporary role with possibility to convert into full-time.
The Application Process
Apply here and fill out our questions to tell us about you!
Prescreen Call with the Talent Team
Interview with Hiring Manager
Panel/Final Interview
Background & Reference Checks
If this sounds like the right role for you, please apply today and let us know why. We look forward to hearing from you!

Nice-to-haves

Experience with support ticketing software (Zendesk preferred)

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick