Customer Support Specialist (Scholar Advocate)

Interfolio

Remote or Washington DC Remote only

Full time

Customer Success

Nov 23

Interfolio is on a mission to build smart, inspired and useful products for faculty and academic communities. By building an engine for faculty activity, decisions, and data, Interfolio has become the first mover in defining and owning the category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.

Interfolio operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyond. Offering colleges and universities increased clarity and insight into faculty data to help achieve their strategic initiatives, Interfolio believes that advancing the faculty will advance the institution.

What’s even better than that?

We’ve crafted a fun, collegial, dynamic culture that celebrates team and individual success almost daily. We’ve got a lean team of super-smart, super-hard working, local and remote colleagues who collaborate closely to produce a valuable service for an industry we’re passionate about. And, we genuinely like working with each other and with our clients.

Like what you've heard so far?

As part of the Interfolio Services team, the Customer Support Specialist will support our users and clients answering questions related to Interfolio, educating and empowering customers to become better Interfolio users. As an entry level position of our support team, you proactively look for solutions to problems and propose improvements if something could work better. You’re an ambassador for all internal departments, helping them be successful in their roles while driving product change. A big part of your day is going to be spent taking action on support tickets and calls, planning new outreach efforts, or putting out fires behind the scenes. Our users expect extremely high quality support and we strive to provide that in every interaction we have. We need someone with the ability to treat each issue with dedication and fervor. 

Responsibilities:

  • Triage and resolve support cases across all our products from university administrators & faculty to students and applicants
  • Coordinate and manage product escalations with stakeholders in Product, Engineering, Sales, and Professional Services
  • Deliver periodic trainings to users and clients
  • Develop a deep understanding of Interfolio’s suite of products; help create best practices for customer success (e.g. toolkits; prioritized enhancements, etc..)
  • Escalation ownership for complex cases routed from Support

Qualifications (what you have):

  • 0-2 years experience working in customer support helpdesk or similar role for a Software-as-a-Service (SaaS) platform OR experience working service-oriented jobs; experiencing working on a college or university campus is a plus
  • Excellent organization, project management, time management, and communication skills
  • Demonstrated ability to troubleshoot and diagnose customer issues
  • Experience providing technical and/or training support for technology
  • Experience testing and reporting software bugs to engineering
  • Demonstrated ability to cultivate strong relationships with external parties
  • Tenacious and entrepreneurial approach to working through product, process, and client challenges
  • Salesforce, Zendesk, HelpScout, or similar CRM experience
  • Possess a strong interest in higher education, startups, and/or SaaS technology
  • You have an undergraduate degree
  • Experience working in a remote position
  • Exceptional communication and presentation skills (both written and verbal)
  • Based in the United States and available to work Eastern or Central time zone

Interfolio is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters, If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email recruiting@interfolio.com. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail or call  (202) 503-1299. The email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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