Technical Customer Support Internship
TextOut is seeking a Technical Customer Support Intern to join our team through the November 2020 elections. This is a technical position. The Software CS Intern will assist customers with their questions about how to use the software successfully, investigate and prioritize reported bugs in the software, and ensure the highest standards of customer service are met. Most communication with customers is online via our support ticketing system, however, this person will also communicate with customers on the phone, by email, and by video conferencing.
The Technical CS Intern will be required to develop a comprehensive understanding of our software product and how it is used, as well as our customer service policies.
The Technical CS Intern will assist in onboarding new customers, including leading group and 1:1 video training. This person will also assist in keeping our online knowledge-base up to date by creating and editing support articles, including assessing the need for updates.
The Technical CS Intern will investigate customer-reported bugs in the system, attempt to replicate them and work with our Product and Development teams to ensure they are reported and resolved satisfactorily.
This is a remote position that can be based anywhere in the continental U.S. Part-time, full-time and hourly openings are currently available. Pay is dependent on experience. No benefits. You must be able to commit to this position through the November 2020 elections.
Responsibilities and Duties (may include and not limited to)
Resolve customer inquiries and customer service related issues in a timely manner
Manage, document, report and update customer questions and customer-reported system bugs and feature improvements in the Support Help Desk and Development Team project tools following company processes
Troubleshoot customer questions and issues using the TextOut software, owning the issue through resolution
Provide initial assessment of urgency and business impact on all customer inquiries, escalate and communicate to the appropriate manager
Work closely with the Product and Development teams to ensure customer issues are resolved completely and in a timely manner
Update online self-service technical support knowledge-base and demonstration videos as needed
Assist in onboarding new customers, and train them in best uses of the software
Identify any concerning trends in customer feedback and report them to management
Occasional pre-deployment testing of new features and releases
Must be 18 or older.
Must have access to a reliable desktop or laptop computer, and reliable internet. You must have the ability to maintain access to a reliable internet connection.
You are able to commit to no less than 40 hours per week for a full-time position, and no less than 20 hours per week for a part-time position.
Excellent verbal and written communication skills. Ability to communicate technically dense issues to an audience that may not have in-depth technical knowledge
Fast learner, excellent troubleshooting and diagnostic skills, willingness to acquire new skills to resolve unique issues
Excellent attention to detail
Willingness and aptitude to learn our software product and how to train customers to use it to their best advantage.
You are comfortable working and communicating remotely with your teammates using online tools.
You can work independently and are a natural problem solver and are also comfortable asking questions.
You are determined; you don’t stop until you get the information you need or until the questions are answered.
Proficiency with Google Suite programs, Asana, and Zendesk or other online support, productivity, and collaboration tools.
Preferred Education & Experience
College degree preferred
Basic SQL experience
TextOut is Open Progress’ proprietary person-to-person texting software. Built in 2018 and spun out in 2019 as its own firm, TextOut makes possible richly-scripted interactions which can be easily overseen with high levels of quality control – and no loss of the key data you need because it’s automatically captured. All profits from TextOut go back to fund non-profit missions at Open Progress and its other non-profit partners, making it the only progressive technology platform in the space that exists to not only drive change but to fund it, too.
At TextOut, diversity is an integral part of our culture and identity. Inclusion is the only way to make this country and world a better place. We recruit, employ, train, compensate, and promote regardless of race, religion, national origin, documentation status, disability, veteran status, marital status, gender identity, sexual orientation, or any other basis prohibited by federal, state, or local law. Women, People of Color, LGBTQ+, Veterans, and people with Disabilities are strongly encouraged to apply.
We’re a multi-racial team committed to justice and equity, and believe our ability to collaborate and achieve high impact is made stronger by a diversity of identities and life experiences. We’re committed to high standards and working with a deep respect for one another.
To apply for this job email your details to firstname.lastname@example.org
About Open Progress/TextOut
Open Progress is a not-for-profit (c4) that was formed in the wake of the 2016 Presidential election. Since 2017, our volunteers were active in more than 250 races and ballot initiatives nationwide. We’re going to have even more impact in 2020, with your help!
The Open Progress Text Troop is a diverse community of committed volunteers from across the country who are engaging in issue-focused conversations with voters via person-to-person text messages.