Job Description
Customer Support Associate
Location: Brazil
Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.
Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe. The company recently acquired Capitol Canary, a market leader in grassroots advocacy software.
As a Customer Support Associate you will be dedicated to providing the best possible customer support to our clients via email as part of a dynamic and collaborative Support Team.
Who You Are
The role of the Customer Support Associate is responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. This role requires excellent communication and troubleshooting skills.
What is Expected:
- Support clients through the help desk function and provide customer service using email, in-app chat, and Slack
- Partner with the Customer Success team in tracking customer issues and requests
- Manage incoming support tickets
- Deliver first-tier platform support and handles the initial research, troubleshooting and resolution of customer issues
- Provide guidance to customers on navigating help document, web resources, and self-service tools
- Take a proactive customer-first’ approach
- Meet and strive to exceed company retention and customer satisfaction goals
- Handle special projects or requests from Customer Success team
- Meet or exceed support metrics like time to first response, time to resolution, internal SLAs, and internal customer satisfaction scores
Competencies/Characteristics:
The Customer Support Associate must have the following specific skills and experiences rank-ordered according to importance:
- Fluency in English both written and verbal
- Have finished or be completing a college degree
- Experience in customer service center or help desk environment providing customer service through email, in-app chat, and Slack
- Regularly drives the rest of the team forward by building systems that anticipate problems before they occur or otherwise provide early warning indicators that can be acted upon in a timely manner. After proactively anticipating one problem, regularly reviews broader landscape (e.g., client portfolio) to assess whether or not the issue could impact other groups.
- Experience with ticketing solutions such as Atlassian, Jira, ZenDesk, Salesforce Service Cloud, etc
- Exceptional attention to detail
It would be nice to have a Customer Support Associate with the following specific skills and experiences rank-ordered according to importance:
- Characteristic: A personal or professional background or identity that would enrich Customer Success Team (e.g., help to bring a new perspective/understanding to Quorum or our users)
- Any level of experience with at least one of the following spaces: B2B SaaS, international experience, and public affairs.
- Skill/Capability: Applied technical skills – Can translate technical functionality into appropriate use cases that drive value for the client and has experience with CSS or HTML.
- Skill/Capability: Applied data analysis or statistical skills and has experience with SQL.
What You’ll Do:
- First Week: You’ll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the Quorum team
- First Month: You’ll start to provide direct support to clients with assistance and continue to develop knowledge of the product and how everyday users interact with it
- First Six Months: You will take point on helping people understand how to best use Quorum through a mix of direct support interactions as well as self-service offerings
- First Year: You’ll build out Help Center resources, product guides, and work with the team to fine-tune the product for optimal usability
About the Customer Success Team
- We’re responsible for ensuring that clients have an amazing experience with Quorum
- We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space
- We are dedicated to every user’s success and address challenges quickly and creatively
- We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
- We take pride in developing personal relationships with our users and our team
- We regularly support one another to ensure the success of our team and our clients
- We’re very close as a company we work together, hang out together, and we value each others’ ideas and input
Company Benefits & Perks
- Robust and competitive benefits package fully paid by the company
- Health and Dental insurance
- Flexible food stamp
- Work from home allowance
- English tutoring
- All the Alura Courses available for all the employees!
- Mental Health Incentive
- Flexible working hours
- A highly accountable culture with coaching and development to support personal and professional growth
- Teambuilding activities and lots of collaboration
- An opportunity to meet and interact with leaders from government, organizations, and technology