Customer Service and Technical Support Phone Representative


Are you passionate about technology AND truly enjoy helping people?


About Wild Apricot:

Wild Apricot is web-based software for small associations and nonprofits to help manage membership, website, events and other activities. It is "cloud" software, meaning it runs through a web browser without needing to install anything on your local computer. Since our focus is small organizations, we've designed Wild Apricot to be both powerful and affordable, with pricing plans starting at just $40 per month.


What we are looking for:

We are looking for a very friendly, bright, and passionate individual to join the Wild Apricot family as a Customer Service and Technical Support Phone Representative.


In this role, you will serve as the voice of our customers and will be an integral part of our mission to ensure each customer’s success and satisfaction. This critical role requires an ability to work directly with customers by phone to provide exceptional customer service using product knowledge of our web-based software, problem-solving ability, and excellent communication skills.


Responsibilities:

  • Engage with customers via phone to resolve issues and answer questions.

  • Determine the right course of action or escalation path for customer requests/issues.

  • Meet and exceed customer service KPIs including CSAT, SLA, and Productivity metrics.

  • Resolve issues by utilizing appropriate resources and effectively communicating issue resolution.

  • Document and track interaction details, issues, and actionable steps taken.

  • Create and contribute to documentation initiatives including bug-reporting and knowledge-base articles to ensure up-to-date product information is available both internally and to customers via the customer portal.

  • Be the voice of our clients and collaborate with our development, marketing, and product design teams to make the product even better. We want to hear what you and our clients have to say

  • Help our clients to succeed with our educational content such as webinars, articles and courses on how to run a small membership association, recruit member, manage events and much more

  • Prioritize both time and projects, working independently.


Desired skills and traits:

  • Excellent verbal and written communication skills, with proven ability to 'listen' and empathize with the customer. Ability to communicate technical details to a non-technical audience.

  • Experience in a software support/customer service role preferred. Experience working for a SaaS company a plus.

  • Previous experience in a call center environment a plus.

  • Technical experience working with web-based software applications a plus

  • Basic understanding of HTML, CSS and JavaScript a plus

  • Web design experience is a plus

  • Self-starter, self-directed and independent thinker.

The fine print:

  • Permanent, full-time position

  • Must be available to work an 8 hour shift between the hours of 7am-7pm EST

  • Some occasional weekend off-hours may be needed (with overtime pay)

What's in it for you?

  • Competitive salary commensurate with your skills and experience

  • Comprehensive benefits program, including health and dental coverage

  • Super cool office across the street from Union station, the PATH (underground mall) and surrounded by amazing restaurants, CN tower and much much more

  • Casual and open office culture - including a casual dress code (yes, you can wear jeans!)

  • Lots of in-office perks, like in-house yoga and our fully stocked kitchen to meet all of your breakfast, lunch and snacking needs

How to apply:

 

If you like what you see, you’ll like what we do. If you are the one we are looking for, let’s talk!


Email your resume and cover letter to hr@wildapricot.com and feel free to also include a link to your LinkedIn profile.


We look forward to hearing from you!


Search: WildApricot.com 

About results ( seconds) Sort by: 
Sorry, an error occured when performing search.