Support Specialist, Contract (Remote)

Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply.

Location: Remote (U.S. Only – AZ, DC, CA, CO, CT, DE, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, MO, MT, NC, NH, NM, NV, NJ, NY, OK, OH, OR, PA, SD, TN, TX, UT, VA, VT, WA, WI, WV)

Hours: Monday through Friday, 8am – 5pm in your time zone (unless otherwise noted in hiring process)

Your Impact:
Handshake is looking to bring on a Support Contractor to provide support to our employer, student, and career services users. This role is a 6 month contract with the possibility of contract extension or conversion to our permanent Support Specialist role upon evaluation of fit for the role and company needs. If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs – this is the role for you!

You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock our users, share trends and learnings with the Support Team, and continue to improve the customer experience and our team operations. As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.

Your Role:
Contribute 40 hours per week during our business hours, Monday through Friday. Provide amazing email and phone support to Handshake customers via internal ticketing systems. Your day-to-day will consist of:

90%: resolving questions, bugs, feedback, and general inquiries. See daily averages below:

Ticket Volume: 20 – 30 tickets

Phone Volume: 5-10 calls

Note: email and phone tickets involve highly technical troubleshooting and workflows, building and troubleshooting custom reports, providing tailored/personal responses, and building relationships
5%: attending team meetings (1-3 per week)

5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users

Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience

Be both a support specialist and an experienced consultant for users of the Handshake platform

Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering

Your Experience:
Location: if working from home, you must be located in AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, or WI.

Minimum 1+ year experience in a Customer Support, Technical Support, or Call Center role

Technical Aptitude: Ability to learn technical tools and concepts quickly

Resilience: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc!

Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams. Collaborates with manager and team on daily or weekly guidance on ticket workflows and prioritization.

Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language.

Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics.

Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they’re from or what school they attend

EQ: A strong sense of empathy with users of our products

Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action.

Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers.

Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders.

Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users.

Coverage: Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student.

Bonus Areas of Expertise:
ZenDesk experience

Database, Microsoft Excel, Looker, Business Intelligence tools, or SQL experience is preferred

Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced tech company or customer focused position involving technical knowledge of a company’s products and services

Relevant experience in cross – functional communication or close partnerships with various teams (Success, Sales, Product etc)

Compensation Range:
Remote: $25 per hour