MuckRock is seeking a remote part-time Customer Support Specialist to join the Customer Support Team. The Customer Support Specialist will contribute to our existing customer-obsessed team by efficiently responding to user inquiries via Zendesk, making calls to government agencies, helping troubleshoot a range of technical and logistical questions, and helping maintain our database of agency contacts.
This position requires someone who is highly organized and detail-oriented with great communication skills, both written and over the phone. This applies to internal communication with staff and external communication with agency contacts. Building our agency database requires consistent follow-up and maintaining relationships with records offices, so we need someone who is skilled in persistent yet amicable communication, as well as someone who can learn and explain a wide range of software packages and help identify challenges users are having with software and come up with solutions on the spot.
While the hours are flexible, the majority of this work must be done during regular business hours Monday through Friday. The Customer Support Specialist will also need to be available during established times to check in with staff.
What you’ll do
The Customer Support Specialist, who reports to the Customer Support Manager, is responsible for the following:
- Respond to user inquiries in a timely, helpful, and empathetic way via Zendesk.
- Make outbound calls to government agencies.
- Maintain agency contact log.
- Improve the team’s productivity and efficiency.
- Share feature requests with team members.
- Inform users about new features and functionalities.
- Gather user feedback and share it with the Customer Support Manager.
How success is measured
Success in this position is measured by the following key metrics:
- Number of inquiry solves
- Average handle time
- Response time
- Customer satisfaction rating
What we’re looking for
We are seeking candidates who are customer-obsessed, results-oriented, and have strong time management skills. You should have:
- Some prior experience in a customer support role. SaaS, Helpdesk, or technology experience is a plus.
- Strong written and verbal communication skills.
- Two references who have worked with you in some capacity.
- Experience with Zendesk or similar helpdesk software is preferred.
Compensation
This position is remote and part-time at 20 hours per week. Compensation starts at $20.00 per hour and does not include benefits. At this time we are only considering applicants based in the United States for this role.
Social Media Manager (3-4 hours/week)
Love FOIA, investigative journalism, and finding creative ways to get the public excited about both?
The MuckRock Foundation is seeking a part-time (generally around 3-4 hours per week) social media manager to help highlight our ongoing work, primarily via our existing social media accounts on Twitter and Facebook, as well as help identify and execute strategies to ensure that our public interest work reaches a wide audience and has lasting impact.
The social media manager must be able to gain a sense of the MuckRock style and tone, as well as the ability to identify and build on interesting angles within our ongoing reporting efforts to schedule a several dozen social posts per week. You’ll coordinate via Slack with our editorial, technology and operations teams to highlight efforts across the organization.
You should have an understanding of the key tenets of ethical, fact-based journalism, while also able to convey important stories in a way that is engaging, interesting and often fun. In addition to highlighting MuckRock’s own editorial efforts, you’ll also (with input and suggestions from our team) highlight other fact-based investigative work, transparency projects and key opportunities and events.
Key Responsibilities:
- Help solicit and review potential material to highlight from the MuckRock team, including links to stories, trainings, resources and site news and updates;
- Schedule out regular social media updates via Buffer; reviewing, proofreading and editing completed work before posting; and ensuring that key team members have an opportunity to review sensitive or high-impact posts before publication;
- Help identify new opportunities to promote our editorial work and build a strong journalism and transparency community through our social media efforts.
This role is generally expected to take 3-4 hours per week. For special projects and major launches there may be opportunities to extend these hours on a week-by-week basis. Compensation starts at $20.00 per hour and does not include benefits.