Support Specialist, Contract

This is a fully remote position, open to applicants in Arizona, +24 more states.

📋 Description

• Deliver exceptional email and phone support to Handshake customers through internal ticketing systems.

• Address inquiries, bugs, feedback, and general queries.

• Utilize application demo environments, troubleshooting tools, help center resources, team communication channels, and internal documentation to provide quality answers for a diverse user base.

• Uphold a consistent standard of excellence concerning response times, resolution times, equitable distribution of queue workload, and the overall quality of the customer support experience.

• Serve as both a support specialist and a knowledgeable consultant for users of the Handshake platform.

⛳️ Requirements

• Location: If working remotely, you must reside 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.

• Technical Aptitude: Quick learning of technical tools and concepts is essential.

• Resilience: Must be comfortable with change and ambiguity.

• Teamwork: Engages with teammates and fosters a sense of community within Support and across other teams. Collaborates with the manager and team for daily or weekly guidance on ticket workflows and prioritization.

• Communication: Outstanding verbal and written communication skills with the ability to explain complex topics in simple terms.

• Results-oriented and accountable: Capable of meeting or exceeding ticket and quality goals, demonstrating high self-accountability and integrity regarding processes and metrics.

• Passion for the problem: A strong desire to help others build their desired careers, regardless of their background or educational institution.

• Emotional Intelligence: A keen sense of empathy towards users of our products and cross-functional partners.

• Critical Thinking: Exceptional attention to detail, capable of troubleshooting with limited information and devising a clear plan of action.

• Expertise and Curiosity: Retains knowledge, demonstrates the ability to partially resolve issues independently, and actively seeks questions to enhance personal understanding.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development

• Flexible work arrangements