Customer Technical Support Specialist, Contract
Location: Remote, Denver preferred
Time Zone: Mountain and Pacific
Hours: Between 5am-2pm, 6am-3pm, 7am-4pm, 8am-5pm, or 9am-6pm
If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.
Our mission is to democratize opportunity for students everywhere. We believe that every student should have an equal opportunity to build a meaningful career regardless of where they go to school, what they major in, or who they know. The Handshake community includes 14 million students and young alumni at more than 700 universities. We connect talent from across all 50 states with over 300,000 employers recruiting on Handshake - from every Fortune 500 company to thousands of local mom and pop shops, nonprofits, startups, and more.
We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply.
If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply
.
Your Impact:
Handshake is looking to bring on a Customer Support Specialist to help guide our end users from the early days of onboarding to launch day and beyond. This role is a 4 month contract with a possibility of conversion to full-time upon evaluation of fit for the role and company.
You will work closely with our Customer Support and Customer Success teams to provide highly customized technical support, drive down first response times, and contribute to an overall seamless experience for users. As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity. The role also involves providing email and phone support to our users.
Your Role:
- Contribute 15-20 hours per week on consistent weekdays during our business hours, Monday through-Friday in our Denver office.
- Provide amazing support to Handshake customers
- Resolve web-based app inquiries via internal ticketing systems
- Use app demo environment, help center, and internal documentation systems to find the quality answer for a wide range of users
- Maintain a standard level of excellence in regards to response times, resolution times, and the quality of the customer support experience
- Be both a support person and an experienced consultant for users of the Handshake platform
- Utilize internal tools to manage issues between Customer Support and Customer Success
- Ability to assist university partners in SSO configuration
- Troubleshoot and resolve AWS questions or issues
- Excellent written communication and phone assistance skills
- Ability to review data
- Proficient in Excel
- Past IT experience in university setting is a plus
- Looker experience preferred but not required
What We’re Looking For:
- Passion for the problem: helping launch careers and grow companies by making the best matches between companies and new graduates
- EQ: A strong sense of empathy with users of our products
- Critical Thinking: high attention to detail and ability to troubleshoot with limited information and a clear plan of action
- Grit: strong work ethic, ambition and a bias for action
- GSD: ability to get things done, independently and collaboratively with a team
- Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language. Participates in team and other meetings by actively speaking up, sharing ideas and asking questions. Comfort with public speaking on phone, webinars, events, or 1:1.
- Teamwork: connects with teammates and actively builds sense of community on Support and with other teams
- Results oriented and ownership: ability to own Tech Support queue and maintain or exceed ticket and quality goals
- Collaboration and Communication: collaborate with manager and team on daily or weekly guidance on ticket workflows and prioritization
- Expertise and Curiosity: retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers
- Growth Mindset: positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders (eg Customer Success, Sales, Product, Engineering)
- Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users
- Coverage: Can provide regular schedule to provide consistent assistance to users