Customer Support Associate

Consistently named one of the top D.C. start-ups to watch since 2016, Quorum builds software that helps public affairs professionals work smarter and move faster. Our philosophy is people-first, whether we’re supporting team members in their careers or prioritizing our clients with a best-in-class customer success program. Quorum’s clients use our tools to bring a modern approach to advocacy work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and more than a dozen countries.

As a Customer Support Associate you will be dedicated to providing the best possible customer support to our clients via email and email as part of a dynamic and collaborative Support Team.

Who You Are

The role of the Customer Support Associate is responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities. This role requires excellent communication and troubleshooting skills.

What is Expected:

• Support clients through the help desk function and provide customer service using email, in-app chat, and Slack
• Partner with the Customer Success team in tracking customer issues and requests
• Manage incoming support tickets
• Deliver first-tier platform support and handles the initial research, troubleshooting and resolution of customer issues
• Provide guidance to customers on navigating help document, web resources, and self-service tools
• Take a proactive ‘customer-first’ approach
• Meet and strive to exceed company retention and customer satisfaction goals
• Handle special projects or requests from Customer Success team
• Meet or exceed support metrics like time to first response, time to resolution, internal SLAs, and internal customer satisfaction scores

Competencies/Characteristics:

The Customer Support Associate must have the following specific skills and experiences rank-ordered according to importance:

• Fluency in English both written and verbal
• Have finished or be completing a college degree
• Experience in customer service center or help desk environment providing customer service through email, in-app chat, and Slack
• Regularly drives the rest of the team forward by building systems that anticipate problems before they occur or otherwise provide early warning indicators that can be acted upon in a timely manner. After proactively anticipating one problem, regularly reviews broader landscape (e.g., client portfolio) to assess whether or not the issue could impact other groups.
• Experience with ticketing solutions such as Atlassian, Jira, ZenDesk, Salesforce Service Cloud, etc
• Exceptional attention to detail

It would be nice to have a Customer Support Associate with the following specific skills and experiences rank-ordered according to importance:

• Characteristic: A personal or professional background or identity that would enrich Customer Success Team (e.g., help to bring a new perspective/understanding to Quorum or our users)
• Any level of experience with at least one of the following spaces: B2B SaaS, international experience, and public affairs.
• Skill/Capability: Applied technical skills – Can translate technical functionality into appropriate use cases that drive value for the client and has experience with CSS or HTML.
• Skill/Capability: Applied data analysis or statistical skills and has experience with SQL.

What You’ll Do:

• First Week: You’ll learn the ins and outs of the Quorum platform, test yourself on common use cases, and get to know the Quorum team
• First Month: You’ll start to provide direct support to clients with assistance and continue to develop knowledge of the product and how everyday users interact with it
• First Six Months: You will take point on helping people understand how to best use Quorum through a mix of direct support interactions as well as self-service offerings
• First Year: You’ll build out Help Center resources, product guides, and work with the team to fine-tune the product for optimal usability