About the job
At Submittable, we are revolutionizing the way organizations create social impact. Our platform empowers a diverse range of mission-driven entities, from nonprofits to government agencies, to effect real change in their communities and beyond. In 2024, our cutting-edge software facilitated the operation of 30,000 programs, welcomed 1.2 million applicants, and enabled the distribution of over $10 billion in funding on behalf of our clients.
We are dedicated to helping organizations amplify their impact, proudly partnering with those focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology meets purpose, offering a unique chance to contribute to significant change.
We are on the lookout for a skilled Technical Support Specialist to become a vital part of our expanding Support team. In this dynamic role, your responsibilities will extend beyond merely resolving tickets; you will enhance and cultivate the customer experience by delivering prompt and thoughtful solutions to technical issues. You will collaborate closely with our Customer Success team to ensure our users are fully leveraging the platform's capabilities and achieving their objectives.
While your primary focus will be to provide our users with an exceptional experience, you will also have the opportunity to learn about and contribute to the evolution of our support model, service offerings, and client-centered approach.
This role is a full-time position reporting directly to the Manager of Support Services.
Your Impact:
- Become a Platform Expert: Develop and maintain a comprehensive understanding of the Submittable platform, including various customer use cases and internal processes.
- Advocate for the User: Provide empathetic support and ensure high customer satisfaction throughout the customer journey.
- Real-Time Problem Solving: Handle customer inquiries through calls, chats, and emails, addressing issues ranging from software navigation to technical troubleshooting and billing inquiries.
- Guide and Empower: Offer proactive guidance, innovative solutions, and best practices to enhance user experience.
- Anticipate Needs: Proactively identify and address customer concerns before they arise.
