Neon One is seeking a
Customer Support Specialist for its Neon Fundraise software product. Neon Fundraise is a full suite of digital fundraising tools that can support anything from a single campaign to complex, national events. This individual will also be cross-trained to provide support for users of other Neon One products. We are seeking a self-motivated, puzzle-loving problem solver who wants to help nonprofits use their Neon One software effectively. As a Customer Support Specialist, you will provide support to Neon One customers (focusing on Neon Fundraise) through tickets and phone support. This role is ideal for someone who enjoys troubleshooting, takes initiative, works well in a team environment, and is comfortable asking lots of questions. Above all else, you must be passionate about delivering best-in-class customer service. This position will report to the Director of Customer Support. This is a remote (home-based) position that will work Monday-Friday with occasional Tuesday - Saturday scheduling with notice once training is complete.
The Exciting Part (Your 80s):
- Serve as the first point of contact for customers by answering questions and troubleshooting issues related to the use of our software
- Proficiently navigate our support software (Zendesk) to document, answer, and escalate support tickets when needed
- Provide accurate, friendly communication while meeting the timeliness standards set forth in our Service Level Agreements
- Use test environments to verify software bugs; follow procedures to communicate verified issues to support team leaders or product teams
- Prioritize own workload effectively and with attention to detail
- Research issues in Zendesk, Salesforce, and Jira to identify potential trends and prevent duplication of work within the department
- Provide information to Development team about software defects with urgency; encourage clients to share new feature or product enhancement requests via our Product Feedback platform
- Follow established security and risk management procedures
The Expected Part (Your 20s):
- Update support documentation as needed
- Participate in individual and group trainings to enhance skills; seek professional training from outside sources (with approval of department leadership)
- Learn new skills based on job requirements
- Learn how to support other Neon One products and assist those support teams as needed
- Use Atlassian platform (Jira) to communicate with Development team; follow up on submitted tickets and proactively communicate resolution to clients as needed
- Contribute to departmental process improvements
- Other duties as required
Great to Haves:
- At least one year of troubleshooting, technical support, or database administration experience
- Willingness to learn Neon One products, Zendesk, Slack, Jira and other Atlassian products, Salesforce, and other integrated software platforms
- Excellent problem-solving skills and ability to exhibit empathy
- Excellent verbal and written communication skills, with a strong ability to convey technical subject matter to a non-technical audiences
- Undergraduate degree in a related field is preferred but not required
- Strong work ethic with a sense of urgency; daily work product driven by a client-first mentality
- Exceptional attention to detail
- Desire to help make good happen in the world
Who are we?
Neon One powers the future of philanthropy- combined, our software platforms have helped organizations raise more than $13 billion. And we’re just getting started. We care about the 35,000 nonprofits we serve and the people who run them, and we're constantly learning and growing.
Who are you?
Who are you?
You work hard and like to collaborate with others. You're ambitious, driven, and passionate about outside-of- the-box thinking. You love to troubleshoot and deep dive into complex requests to find the best solution. You care about making good happen in the world and you'd like your job to be more than just a job.
Why work for us?
Why work for us?
We're growing rapidly. As a part of our team, you'll navigate challenging assignments, grow professionally, and have access to professional development conferences and industry thought leaders. Best of all, you'll get to work with a great group of people that thrives on innovation, collaboration, creativity, and risk-taking
...what about benefits?
...what about benefits?
- We offer a comprehensive healthcare benefits package - which includes Medical, Dental and Vision coverage, Life and Disability products, FSA medical, dependent care, mass transit and HSA accounts.
- We recognize the importance of work-life balance and offer flexible time off. We also provide up to 3.5% company match for 401k.
Be Extraordinary. Be Yourself.
- We embrace the distinctive qualities of all members of our community to foster an environment where everyone is conscientious of different experiences each of us brings to the table.
- We believe diversity, equity and inclusion are crucial to our capacity for innovation and success.
- We grow together when we create a diverse workforce where everyone is compensated fairly according to their experience and the demands of their position.
- We seek to create a culture where our team feels safe, respected and free.
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