Member Support Agent

About Better Impact:

Better Impact is a software company that provides software to nonprofits, hospitals,

governments and other customers with volunteer operations managing scheduling,

training, communications, customer relationship management (CRM) and compliance.

Backed by Brydon Group, a veteran-led $170M private equity fund, Better Impact seeks an

energetic Support Agent to join the Member Support team.

Job Summary:

The Member Support Agent is integrally involved in assisting with the direct support of all

member needs. The ideal candidate must be competent, able to multi-task multiple

requests and projects, capable of evaluating needs and clearly communicating solutions in

a timely manner, have empathy for others and contribute to a team of professionals to

successfully achieve team, departmental, and company goals. Their prime responsibility is

to provide solutions to meet the needs, issues, and questions of members regarding the

successful use of their Better Impact software and accounts.

Requirements

Responsibilities:

• Provide day to day management of a support service desk during the hours of 12:00PM – 8:00PM New York Time / 9:00AM – 5:00PM PST
• Respond to members’ support inquiries via chat, screenshare, email, and phone.
• Develop and continue to improve self-service support tools
• Create and maintain support content and resources
• Escalate support issues to appropriate teams when necessary
• Process upgrade, downgrade and account change requests
• Provide out of hours coverage for at least 1 in 4 weekends.
• Comply with company policies, procedures and conforms to established regulations and laws

Qualifications:

• Full professional and problem-solving proficiency in English.
• Previous experience in a software and/or customer support role. Candidates with a proven track record of driving efficiency in other relevant roles are also considered.
• A working knowledge of Better Impact, customer relationship management or scheduling/rostering software would be desirable.
• Understanding of different learning styles and how to meet such needs
• Good time and project management skills to be flexible and adapt as required.
• Working knowledge of data analysis and performance/operation metrics
• Familiarity with MS Office Suite, HubSpot, Intercom, Userflow, Upscope, and ClickUp or similar types of systems
• Experience as a volunteer and or in an organization that involves volunteers desirable.

Benefits

Compensation:

This is a full-time salary position with fixed compensation and is eligible for company

benefits package and paid time off. Compensation will depend on experience.