Technical Support Specialist

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company is transforming how organizations create social impact. Its platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In a recent year, its innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through its products on behalf of its clients.

The organization is on a mission to help organizations accelerate their impact, so it proudly partners with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At this company, technology and purpose converge, offering a unique opportunity to contribute to meaningful change.

The organization is looking for an experienced Technical Support Specialist to join its growing Support team. In this role, the individual will do more than just solve tickets; they will enhance and nurture the customer experience by providing fast, thoughtful solutions to technical challenges. They will partner closely with the Customer Success team to ensure users are maximizing the platform's potential and achieving their goals.

While the primary responsibilities are providing users with a great experience, there will also be the opportunity to learn about, and contribute to, the evolution of the support model, offerings, and client-centric approach.

This is a full-time position reporting to the Manager of Support Services.

Key Responsibilities

• Become a Platform Expert: Develop and maintain deep knowledge of the platform, understanding diverse customer use cases and internal processes inside and out.

• Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey.

• Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions.

• Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience.

• Anticipate Needs: Proactively address customer concerns before they happen.

• Keep Resources Sharp: Maintain the accuracy of customer help resources as the product continues to evolve.

• Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to the Product team to help build a better platform.

What is Needed

• 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred.

• Incredible Communication: Ability to translate complex technical concepts into clear, friendly, and actionable advice.

• A Natural Problem-Solver: Outstanding troubleshooting skills and a passion for "the why" behind a technical issue.

• Tech Savvy: General understanding of the software development life cycle and the tools that power it.

• Ability to Work Well Under Pressure: Thrives in a fast-paced environment and can manage multiple priorities without losing composure.

• Platform Experience: Comprehensive understanding of Help Desk platforms and Live Chat tools.

• Bonus Points: Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus.

• Extra Credit: A basic understanding of at least one programming language will help in addressing more technical queries.

Location

This is a remote, U.S.-based role and the individual must live and reside in the U.S. full-time.

Salary Details

The annual salary for this position is $55,000 - $60,000. Actual compensation is based on factors such as the candidate's skills, qualifications, experience, and location.

The organization is interested in every qualified candidate eligible to work in the United States; however, it cannot accommodate scholastic or employment visas at this time. In addition, it is not able to consider applicants who reside in the following states: Alaska, Delaware, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, West Virginia, and Wyoming.

Why Join This Organization

Joining this company means becoming part of a forward-thinking, mission-driven organization that values innovation, collaboration, and growth. It empowers organizations working for social good with technology that accelerates their work, amplifies their impact, and drives meaningful change.

At this company, you’ll find a supportive, dynamic work environment where your contributions directly influence its success. If you thrive in a fast-paced, evolving environment and are excited to be part of an organization dedicated to social impact, an application is invited.

Benefits

The organization offers highly competitive benefits to its full-time employees, including:

• Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts.
• 401(k) plan with employer match starting day one.
• Equity stock options to share in its success.
• Flexible hours, remote work options, and generous vacation and sick leave.
• Paid parental leave for mothers, fathers, and adoptive parents.
• Professional development stipends to support career growth.
• Opportunities to participate in community outreach and volunteer programs.
• Monthly company-sponsored happy hours and gatherings to connect and unwind.

Commitment to Inclusion & Belonging

The organization believes technology is a force for good, driving social impact and enabling corporate social responsibility on a global scale. To achieve this, it is committed to fostering a workplace that values inclusion and belonging as central pillars of its culture.

It embraces the strength of its diverse community by creating a safe space where employees feel empowered to share ideas, celebrate unique experiences, and learn from one another. By prioritizing inclusion, it aims to build an environment where everyone can bring their authentic selves to work and make innovative contributions that enable its customers to tackle complex challenges and spread more good.

As a globally used platform, the organization is dedicated to hiring and supporting employees who represent a range of backgrounds, experiences, and perspectives. This includes diversity in ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomic background.

About the Process

The goal is a fair, efficient, and thorough evaluation process that benefits the candidate and the team and respects their time. As expected, a high volume of applications is received. The candidate's willingness to participate in I.D. Verification and answer a few questions early allows the organization to move through the process more quickly.

Let's Talk About AI

Guidelines for using AI in the Hiring Process: The organization believes that Artificial Intelligence (AI) can be a powerful tool for good. It is committed to leveraging AI technologies responsibly, ensuring their use is equitable, fair, and safe. To ensure fairness and accurate skill assessment, the use of AI tools (including note takers, transcription tools, or recordings) is not allowed during take-home tests or interviews. If you have questions or need accommodations, please let the organization know.

The organization believes its approach streamlines the hiring process and respects your time by ensuring that every conversation is substantive and focused on your unique qualifications. It appreciates your cooperation and looks forward to learning more about you.