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Product Support Specialist

Posted On: November 19, 2020 | Location: Remote (U.S. only)

Job Title: Product Support Specialist
Division/Department: Product
Reports To: Director, Support & QA
FLSA Status: Exempt
Full-time/Part-time: Full-time

About Boardable

Boardable is a fast-growing company with a mission to increase board member engagement and effectiveness by becoming the global go-to brand for nonprofit board software. Celebrated for our mission, purpose, and values, Boardable was recently selected as one of Business Intelligence Group's Best Places to Work. We are always on the lookout for talented people who demonstrate drive, integrity, respect, teamwork, and empathy. If you can bring a diverse perspective, superpower skills, and an amazing attitude to our team, we want to hear from you.

Job Summary

The Product Support Specialist will be the primary point of contact for Boardable customers in need of technical troubleshooting and general product support. This person will need to dive into the product and get familiar with what we’ve built. The role is perfect for someone who wants to help solve customer problems, organize customer feedback, build a career in the tech industry, and make an impact on a growing business. This is an entry-level client-facing role with room for growth.

Who you are:

  • Customer Obsessed
  • Personable
  • Self-starter
  • Curious 
  • Motivated
  • Detail oriented
  • Loves solving problems
  • Organized

Who we are:

  • Mission-Driven
  • Product-Led
  • Growth-Focused
  • Innovative
  • Fast-Paced
  • Collaborative Culture 

Primary Duties/Functions:

  • Co-Lead support chat and escalation ticketing systems
  • Identify, research, communicate customer issues 
  • Communicate directly with customers to understand technical issues, answer product questions, and relay issue resolutions
  • Create and maintain Help Center articles
  • Collect and organize customer feedback
  • Co-Coordinate support schedules
  • Work with customer success, product, finance, sales, and marketing teams.

Experience/Education/Skills: 

The qualifications below are preferred, but not required. We are open to hiring the right person regardless of background, education, or experience, provided you are a quick learner, great communicator, team player, and have integrity (you do, think, and say what you will do).

  • Bachelor’s degree (or equivalent experience)
  • 1-2 years of professional experience (customer service and/or technical support)
  • Excellent verbal and written communication skills to resolve support issues by chat, phone, and email  
  • Technical aptitude and ability to learn software programs and train others
  • Knowledge of testing major browsers
  • Experience using Intercom, Hubspot, and Monday.com
  • Superior organizational and time management skills; high attention to detail
  • High energy; motivation and ability to excel in a fast-paced environment as both an independent contributor and as a collaborative team member
  • Ability to work independently and juggle competing priorities
  • Passion for serving customers, helping them solve problems, and build relationships through tech support and use of Boardable’s products and services
  • Nonprofit and/or board experience a plus

Compensation and Benefits

  • Competitive base salary and opportunity for commission based on performance
  • Flexible work schedule/remote work options (must be located in Central Indiana)
  • Unlimited Paid Time Off (PTO)
  • Monthly health stipend or access to health/dental/vision insurance
  • Monthly phone/tech stipend
  • Paid parental leave
  • 401(k) with employer match
  • Potential for equity compensation
  • Bonus opportunities

Diversity and Inclusion

Boardable is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage all those interested to apply.