[Hiring] Support Specialist @Handshake

Role Description

Handshake is looking to bring on a Support Specialist, Contractor to provide support to our employer, student, and career services users. This role is a 6 month contract with the possibility of contract extension or conversion to our permanent Support Specialist role upon evaluation of fit for the role and company needs.

At its core, this is a technical enterprise support role: you'll provide strategic email, phone, and video consultation and support for customers and users from small organizations to huge marquee brands like Google, Amazon, and Cornell University.

If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you!

You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock our users, share trends and learnings with the Support, Success, and Product Teams, and continue to improve the customer experience and our team operations.

As an advocate for our career centers, students, alumni, employers, and Handshake AI fellows you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity.

Your day-to-day will consist of:

• 90%: resolving questions, bugs, feedback, and general inquiries. See daily averages below:
• Ticket Volume: ~20 - 30 email tickets per day
• Phone Volume: ~10 calls over a 4 hour daily phone shift
• 5%: attending team meetings (1-3 per week)
• 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

Note: email and phone tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports, and making sure to provide tailored, personal responses while building relationships.

• Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users.
• Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience.
• Flex across support queues with a positive mindset, including Trust and Safety and Handshake AI, as team needs shift.
• Be both a support specialist and an experienced consultant for users of the Handshake platform.
• Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering.

Qualifications

• Location: if working from home, you must be located in AZ, DC, CA, CO, CT, 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: Ability to learn technical tools and concepts quickly.
• Resilience: Comfort with change and ambiguity.
• Teamwork: Connects with teammates and actively builds a sense of community on Support and with other teams.
• Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language.
• Results oriented and ownership: Ability to maintain or exceed ticket and quality goals.
• Passion for the problem: Desire to help give people the chance to build the career they want.
• EQ: A strong sense of empathy with users of our products and cross functional partners.
• Critical Thinking: High attention to detail and ability to troubleshoot with limited information.
• Expertise and Curiosity: Retains knowledge, shows ability to partially solve issues independently.
• Growth Mindset: Positive, eager to learn, utilizes resources, takes and gives feedback.
• Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team.
• Coverage: Can provide a regular schedule to provide consistent assistance to users.

Requirements

• Bonus Points: ZenDesk experience.
• Programming, IT, data analysis or computer science courses, major or certifications.
• Experience using AI tools or building lightweight automations to improve support workflows.
• EdTech or Higher Edu, customer service, leadership background, majors, courses, certifications.
• Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company.
• Relevant experience in cross-functional communication or close partnerships with various teams (Success, Sales, Product etc).

Hiring Process

Here’s an overview of our hiring process:

• Take home test: You’ll be asked a series of interactive questions that may require answers in several formats.
• Virtual onsite interview: You’ll be meeting with 2 team members, including the hiring manager, for a 45-minute interview.
• Decision: We’ll let you know if we are going to extend an offer or move forward with other candidates.