[Hiring] EA-Client Support Specialist I @Bonterra

Role Description

As a member of the NGP VAN Support team, you will serve on the front line of support for Democratic campaigns, parties, PACs, and progressive organizations. Not only will you be supporting Democrats and progressives with your exceptional customer service skills, but you’ll also be getting new customers up and running with our tools. Our staff aren’t just people who do support; they are expert practitioners who make sure our clients are able to accomplish their goals. Social mission is at the core of what we do, and we're looking for people who love our clients (and their causes) as much as we do. This is an entry-level role, with high expectations for responsiveness, empathy, and consistent knowledge development.

Essential Position Duties and Responsibilities

• Provide timely responses to inbound support requests with positivity and user empathy
• Triage and resolve client issues through collaboration with sales, product, data, and/or engineering teams
• Knowledge of primary business line/can support Digital at basic level
• Escalates complex or urgent issues according to documented protocols
• Takes direction from Leadership to meet team claiming standards
• Utilizes internal documentation to deliver accurate support
• Maintains detailed records of client interactions and resolutions
• Participates in team meetings and skills trainings

Qualifications

• Demonstrated and passionate interest in Democratic + progressive politics and ideals
• Good with technology and willing to work with various organizations
• At least 1 year of experience working with compliance, fundraising, and/or email tools for political campaigns, unions, or nonprofits
• Experience using NGP8, EveryAction, VAN or VoteBuilder (or their competitors)
• Excellent oral and written communication skills
• Strong critical thinking, logical problem-solving ability, and a willingness to learn
• Professional phone manner and proven ability to self-motivate
• Strong collaboration skills, with proven ability to communicate effectively
• Detail-oriented and great at following up
• Previous experience teaching or training, including mentoring, tutoring, and/or software support
• Demonstrated history of being a team player
• Experience in customer relations or an equivalent field is valued

Requirements

• This position is part of a bargaining unit represented by CWA Local 1400, 2336 or 13000
• At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization

Benefits

• Comprehensive benefits package that supports health, well-being, and growth
• Compensation and benefits may vary based on location, skills, experience, and education
• Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package