The primary focus of the role is to ensure our scholars and university clients have the best possible experience using Interfolio products and services. You will answer all questions related to Interfolio, educating and empowering customers to become better Interfolio users. As a member 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, professionalism and fervor.

ResponsibilitiesTriage and resolve support cases across all our products from University administrators, faculty, and staffCoordinate and manage product escalations with stakeholders in Engineering, Sales, and Professional ServicesDeliver periodic virtual trainings to University clientsBe a leader on the support team and act as mentor for newer team membersDevelop 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 SupportRequirements1-5 years experience working in customer support helpdesk or similar role for a Software-as-a-Service (SaaS) platformExcellent organization, project management, time management, and communication skillsDemonstrated ability to troubleshoot and diagnose customer issuesExperience providing technical and/or training support for technologySalesforce, Zendesk, JIRA, Slack or similar CRM experienceExperience testing and reporting software bugs to engineeringDemonstrated ability to cultivate strong relationships with external partiesTenacious and entrepreneurial approach to working through product, process, and client challengesPossess a strong interest in higher education, startups, and/or SaaS technologyBachelor's degree in any courseExceptional communication and presentation skills (both written and verbal)

About You / Ideal Candidate QualitiesYou’re smart. You’re a problem-solver who doesn’t shy away from puzzles that require extra research. You’re able to not only answer a user’s direct question, but also understand where they’re coming from and what questions they’re likely to have next. You can think critically and creatively about situations you’re presented with to ensure our users receive high-quality support across the board. You like to experiment, test, build, and tinker on your own to learn more.You’re skilled. You write and speak well. You have the demonstrated ability to convey empathy, compassion, patience, and urgency in both written and verbal form. You take pride in the quality of your writing and are well-versed in phone etiquette with experience carrying on professional conversations.You’re tech-savvy. You’re familiar with technology based applications. You’re familiar with different operating systems across various platforms: Windows, Mac, tablets, and phones! You’re can easily understand and learn a new interface or process.You’re team-oriented. You’re comfortable working in groups and happy to put ego aside when searching for the best ideas. Our team is a combination of introverts, extroverts, right brains, and left brains all working hard to deliver products that scholars love to use. You enjoy working on small, agile teams and thinking creatively to find solutions

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