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Product Support Specialist: Contractor (remote)

Posted On: November 2, 2021 | Location: Remote (U.S. only)
Job Title: Product Support Specialist (Contractor)
Division/Department: Product/Support
Reports To: Director, Support
Contractor: 25-30 hours per week
Note: This position will be required to work in shifts. Time of shifts depends on local time zone.

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 mission driven 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.

About the Role

Boardable is searching for a Product Support Specialist (contract position) with a passion for building technical skills and love building customer relationships.  This Product Support Specialist will be the initial 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. This role is perfect for someone who loves solving customer problems, critical thinking, relationship building, and wants to 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 

Duties/Responsibilities

  • Co-Lead Support: managing communications with multiple customers via support chat, ticketing, email, and phone calls.
  • Become a Boardable Product Expert - communicating directly with customers and internal staff supporting tier 1 customer product questions and technical issues.
  • Co-Coordinate support schedules as needed
  • Identify, research, communicate customer needs via a tiered escalation process with dream team hand-off experience to Tier 3
  • Use test environments to verify issues and reproduction steps; communicate verified issues to Tier 3 support via our escalation service desk.
  • Use Jira and data reporting center to research customer issues 
  • Join product enablement sessions for product update releases and Go-To-Market launches.
  • Collect and provide product feedback for product management team based on customer feedback
  • Review support documentation and reports as needed
  • Participate in an on call rotation for 24/7 support
  • Work with product, engineering, quality assurance, customer success, finance, operations, growth, sales, and marketing teams

Experience/Education/Skills

  • 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
  • Experience using Intercom, Jira, Hubspot
  • Superior organizational and time management skills; high attention to detail with strong attention to follow-through 
  • High energy; Self-motivation and ability to excel in a fast-paced environment as both an disciplined individual contributor and as a part collaborative team member
  • Thrive in a fast-paced environment, excel at handling multiple concurrent projects, customers, and have a relentless obsession for excellence
  • Passion for serving customers, helping them solve problems, and build relationships through tech support and use of Boardable’s products and services
  • Experience in SaaS highly preferred
  • Nonprofit and/or board experience a plus

About working at Boardable

At Boardable, we are committed to being a team that does what we say we are going to do. We strive to create a space where everyone feels safe – to fail, to grow and to change. We work together to knock down walls to get the job done right. We treat each other, and our customers, with respect, believing that all people are deserving of respect. We care about our customers’ causes, we know that the work they do is important and it helps the world be a better place. We also feel that working at Boardable is more than just a job for us, we want to have a positive impact on the world, not just earn a paycheck. And we don’t take ourselves too seriously. We strive to leave our egos at the door. Most of all, we have fun along the way. The team that laughs together, wins together. 

About Diversity and Inclusion at Boardable

At Boardable, we actively work to create a workplace where everyone truly feels welcome as teammates and partners in building our vibrant, ever-changing culture. We know a diverse team will meet the challenges of the business in ways that a monocultural team simply cannot. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills as we fulfill our mission of helping purpose-driven organizations. 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.