GetThru is hiring a Technical Support Associate to join our support team for the 2022 election cycle. Our team provides clear, helpful, and kind support to help our clients with their important work in political campaigns, nonprofits, and educational institutions. Our Support team is committed to bringing our clients the best customer service and user experience possible. We pride ourselves on solving problems in a friendly yet efficient way. We value teammates who communicate how they would want to be spoken to. We are a female-led operation, and we share a commitment to promoting diversity in the technology field.
In this role, you will help our ThruTalk and ThruText clients resolve product issues via email and live chat. You will also work closely with our product and technology teams. We provide support to our clients seven days a week. Our shifts are 8 hours long and can start as early as 9am eastern and end as late as 12am eastern. You will be working five days a week with our great team, so schedule availability and flexibility are essential.
This is a remote, full-time, exempt position through November 30, 2022.
About You
- Someone who truly enjoys helping customers get the most out of SAAS products;
- Ability to process information, triage, and decide priority
- Eager to troubleshoot using their problem-solving skills
- Excellent verbal and written communication skills, including phone, web chat, and screen-share communications
- Experience using dialing and/or texting software at any level (i.e. caller/texter or admin)
- Comfort in collaborating with a fully remote team
- A willingness to ask for help and a commitment to continual improvement
What You’ll Do
- Triage and respond to incoming requests for information and assistance through emails and live chat
- Work with technology systems and various tools to manipulate data and diagnose issues
- Respond to client information requests (e.g. total usage, troubleshooting)
- Assist in the creation and maintenance of support documentation, user guides, and training videos
- Process and manage work requests for ThruTalk
- Assist in identifying proactive support opportunities and trends
Nice to haves
- Experience with a formal triaging system
- Direct experience with ThruTalk or ThruText
- Experience with technical and customer support, training, and documentation or related work
- Experience working on political campaigns
While experience matters, we care as much about work ethic, creativity, determination, and values alignment. Please be sure to note in your cover letter how your skills align with the role.
About GetThru
GetThru’s mission is to empower organizations to connect authentically with their audiences at scale while building a sustainable company committed to progressive social change. Our tools have been used by more than 2,000 organizations to send over 1 billion text messages and make more than 750 million phone calls for voter contact, volunteer recruitment, fundraising, polling, and more. We were the primary texting and calling vendor for the 2020 Biden-Harris campaign along with numerous other successful candidates at the national, state, and local level. We are an all-remote company with 50+ full-time staff spread across the US and Canada. And while our roots are in progressive politics, we love partnering with organizations of all kinds that share our passion for creating a better world.
Location
GetThru is an all-remote company. Work from anywhere in U.S. and Canada as long as there is an internet connection that allows you to fulfill your duties. We do require occasional work travel, including an annual in-person all staff retreat and semi-annual departmental retreats (pandemic permitting).
Compensation
- $62,400 yearly salary equivalent for the term of employment (through November 30, 2022)
- Additional compensation via bonuses and participation in profit-sharing
- Participation in employee stock option pool
- 401K + employer match that begins on or after 3 months of employment
- 100% Health / dental / vision benefits for employees, 100% for dependents
- 3 weeks of vacation time in year 1 and 2, with increases thereafter
- Additional benefits: wellness stipend professional development stipend, paid parental leave, charitable giving match.