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Support Specialist

Company: Community Brands
Location: Saint Petersburg
Posted on: March 28, 2020

Job Description:

Support Specialist

Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners to grow stronger and achieve their missions. Like our clients, our nearly 2,800 employees strive to improve the world in which they live, and we believe that technology plays an important role in that. We are techies and volunteers who dream big and are motivated by more than just a cool job (though thats a great perk). The Community Brands culture is one where employees can pursue this passion as part of their profession, and were looking for great employees to join us!

YourMembership, established in 1998, empowers associations, organizations, nonprofits, and other companies worldwide to deliver more value to their users, drive non-dues revenue through innovative career centers and buyers guides, increase their relevance using ground-breaking engagement tools, and enhance overall operational efficiencies. YourMembership's cloud-based membership management solution enables associations to effectively brand their organizations, engage their customer bases, and streamline their administrative processes. As the worlds largest provider of membership and company management software, YourMembership provides comprehensive membership solutions to more than 5,000 customers in 32 countries.

A Day in the life:

This entry to intermediate skill level position will be the primary point of contact for product assistance to the administrators of our membership management software and an integral part of our organizations mission to provide top-level support to our customers. Support Specialists use Excel, Word, Outlook, Zendesk, and Web-browser, Zoom, and Task Management software to fulfill their job responsibilities. This position has no management job responsibilities. The opportunity is based out of our office in St. Petersburg, Florida and is not a telecommuting position.

In this role youll:

  • Handle between 15-20 service requests daily via help desk software to provide timely responses to customers and ensure team keeps pace with incoming service request volume
  • Train new and existing customers on the YourMembership product through phone calls and Zoom to ensure customer success in using the software
  • Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
  • Help customers with understanding their business requirements through a variety of communication means to implement their needs within the YourMembership software.
  • Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision-making purposes.
  • Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue.
  • Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores.

    Were looking for someone who brings

    • Excellent communication skills both written and verbal
    • Ability to test, troubleshoot and solve both simple and complex problems
    • Skilled using Microsoft Office software and Web-browsers
    • Excellent customer service skills
    • Have a strong work ethic and self-motivated
    • Ability to communicate complex technical details to a non-technical audience.
    • Must be able to quickly assess issues and react to changing circumstances and new information
    • Excellent judgment, negotiation, and decision-making skills
    • Knowledge of a broad range of relevant multi-user computer systems, applications, and/or equipment

      Good People, Doing Good Things:
      Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And, we look forward to you being part of our story!

      • Unlimited Planned Paid Time Off
      • Generous Sick Leave
      • Casual Environment
      • Purpose Driven Culture
      • Work-life balance
      • Passionate about Community Involvement
      • Company Paid Parental Leave
      • Company Paid Short Term Disability
      • Remote Flexibility

        Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

Keywords: Community Brands, St. Petersburg , Support Specialist, Other , Saint Petersburg, Florida

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