[Hiring] Technical Support Rep 1 @WeVote

Role Description

WeVote is seeking a dynamic IT System Support Technician to join our passionate team of changemakers in a meaningful volunteer role (~5 hours per week).

Within WeVote, we support our candidates as users of our platform. Timeliness in response is important to their user experience. We’re looking for volunteers to help manage the questions and issues coming in from political candidates and other platform users. Our user base is expanding, and will eventually be thousands across the United States. The technical support rep will communicate with candidates/users via our ticket tracking system (Zendesk).

What You’ll Accomplish:

• Provide first-line support for incoming support tickets.
• Respond to incoming issues in a timely way.
• Identify problems and escalate to the appropriate next level of support as necessary.
• Understand the platform and data well enough to respond to basic issues.
• Maintain a 1 business day response time for candidate and internal support inquiries.
• Collect and analyze data to understand trends and potential solutions.
• Collaborate with partner teams in WeVote to investigate and resolve candidate/user needs.

Qualifications

• Computer skills required: Google Workspace
• 1-2 years of experience in technical support
• Zendesk or similar ticket tracking tool preferred
• SAAS product support/knowledge preferred
• Detail oriented
• Good written communication skills
• Analytical thinker
• Ability to work in a fast-paced environment
• Capability to explain technical concepts to non-technical users

Requirements

• Availability: At least 5 hours each week during our core team hours M-F 9 a.m. - 6 p.m PST with the ability to work 1-2 hours during Pacific Time overlap.
• Hours are flexible as long as a 1 business day response time is met Monday to Friday.
• Must be available to attend the team meeting each week.

Benefits

• Experience that makes a real difference.
• Develop advanced technical skills.
• Work with cutting-edge civic technology.
• Help millions of Americans participate more effectively in democracy.
• Join a network of passionate professionals committed to positive change.