Customer Support Engineer

About EverTrue

EverTrue’s mission is to build relationships in pursuit of a better world. We hire smart, fun, and vibrant people who share a passion for making a difference in the world and who are naturally wired to care about the happiness of others.

EverTrue is a big data and analytics SaaS company meeting the needs of the technologically underserved $300 billion nonprofit market. At our company, the needs of the nonprofits we serve are at the heart of everything we do. From mobile-first innovative products that give nonprofits better donor data to applications that enable constituency groups like alumni to stay connected both with each other and their beloved alma maters, our cutting edge software is true to our mission of enabling relationship-building in pursuit of a better world.

Our mobile platform is utilized by over 220 institutions, providing a better way to track and engage constituents through the power of social data. We are a Bain Venture Capital backed company, and proud alumni of TechStars and MassChallenge.

The Role:

Customer experience is central to everything we do at EverTrue. In fact, we’re obsessed with providing each and every customer the very best service and support. Our Customer Support Engineers (CSE) help our customers by delivering extraordinary customer support experiences across many channels – voice, email, and web. The CSE is responsible for: researching issues, replicating technical problems, and communicating directly with customers to provide exceptional customer support; analyzing technical trends and recommending product and documentation enhancements; developing and maintaining excellent customer relationships; and actively contributing to our online community and knowledge database for up-to-date customer information and solutions.

Responsibilities:

- Own customer issues from initial report to resolution, communicating with customers regularly regarding status
- Escalate support cases and development issues to other departments as necessary
- Manage customer expectations regarding estimated response times for issue resolution
- Detect and report support trends and patterns to engineering and product teams
- Facilitate and present ideas with persuasion & confidence to various EverTrue and customer audiences
- Develop and maintain knowledge base articles and FAQs
- Leverage knowledge and Customer Support best practices across the organization

Qualifications:

- 4 year College degree preferred, but not required
- 1-2+ years work experience delivering top-notch customer service, preferably in SaaS applications
- Strong communications skills (verbal and written), problem solving ability and a strong technical aptitude
- Ability to juggle multiple work assignments and prioritize urgent support requests
- Demonstrated ability to learn new skills quickly
- Ability to work independently and as a part of a team
- A firm understanding of third party customer service systems, such as salesforce.com
- Ability to facilitate and present ideas with persuasion & confidence to various EverTrue and customer audiences
- Experience working with colleges, universities or non-profits is preferred, but not required
- Support Industry knowledge and best practices

Our fantastic employee benefits package includes:

Medical Plan
Dental Plan
Vision Plan
Progressive holiday plan
401k Plan with Matching
For consideration, please send your resume to careers@evertrue.com.

EverTrue, Inc. is an equal opportunity employer.

Jobkey:
16
Program:
MassChallenge 2011 Accelerator Program
Job Type:
A full-time permanent position
Application Email:
careers@evertrue.com