Idealist.org - Technical Support Representative

Technical Support Representative
Digest topic: Jobs & Internships

Information
organization:  Idealist.org

position summary:

Idealist was launched in 1995, on a shoestring but with an ambitious goal:
to be the starting place for anyone anywhere who wants to make the world a
better place. We’ve come a long way since then, but we still have a long
way to go.

Today Idealist is the most popular online resource for the nonprofit
sector, with information provided by 70,000 organizations around the world,
100,000 unique visitors every day, and a staff of 25 in New York and
Portland. The challenge now is to reach many more people, and to serve and
engage each user in the best possible way.

At Idealist.org, we consider technical support and quality assurance to be
vital to maintaining a positive relationship with our end users. This
position is likely to be split between support and testing, with support
usually being a priority.

Job Description:
- Quick and accurate handling of support interactions - by email, phone,
and social media
- Going the extra mile to follow up with users, ensuring issues are
resolved and users are satisfied
- Maintaining user-facing and internal help pages
- Address and escalate technical concerns; recreate site issues as
necessary; file bug reports.
- Web application testing, which includes reporting of bugs and seeing them
through to closure
- Using Google Analytics and other data to continuously measure the impact
of resolved issues and enhancements on user experience
- Regularly communicating with users to gain insights and feedback, using
various research methods, such as surveys, focus groups, and usability tests
- Work with engineering team and other stakeholders to identify, specify,
develop, and deploy operational changes to improve the user experience
and/or prevent or resolve issues.

Qualifications
- Strong technical troubleshooting skills, perseverance, and patience
- Ability to communicate and empathize with all levels of customers -
stakeholders, varied types of end-users, and developers
- Ability to effectively multi-task and juggle priorities
- Great communication skills - written and oral
- Detail oriented
- Self-motivated with the ability to dive right in, be effective, and make
a difference
- Curiosity about how things work and how to make them better
- Be a team player in a flat-structured, highly collaborative environment

How to Apply:
Please prepare one document (either a .pdf, .doc or text file) that
includes your resume, and in lieu of a cover letter, your answers to the
questions listed below. Save the file as yourlastname_TechSupport and email
it to Elise Hoffberg at elise [at] idealist [dot] org by April 9. Thank
you!

1. Why do you want to work with us?
2. Why do you think you would excel at this job?
3. Tell us a story about a terrible tech support experience you had and how
you dealt with it.

For more information about salary and benefits:
http://www.idealist.org/view/job/pcgNXhm5jFCp/

Salary / Pay Rate:  30,000-40,0000

Apply by:  April 7, 2012

Qualifications:

- Strong technical troubleshooting skills, perseverance, and patience -
Ability to communicate and empathize with all levels of customers -
stakeholders, varied types of end-users, and developers - Ability to
effectively multi-task and juggle priorities - Great communication skills -
written and oral - Detail oriented - Self-motivated with the ability to
dive right in, be effective, and make a difference - Curiosity about how
things work and how to make them better - Be a team player in a
flat-structured, highly collaborative environment