Support Specialist, Contract (Remote)

Location: Remote (U.S. Only - AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, WI)

Hours: Monday through Friday 8am-5pm in time zone, unless otherwise noted in hiring process.

Handshake is the number one site for college students to find a job. Today, the Handshake community includes 17 million students and young alumni at over 1,000 colleges and universities — including 120+ minority-serving institutions. We connect up-and-coming talent across all 50 states with nearly 500,000 employers recruiting on Handshake — from every Fortune 500 company to thousands of small businesses, nonprofits, startups, and more. Handshake is democratizing opportunity and ensuring college students have the support they need to find a great job and kick-off a meaningful career regardless of where they go to school, what they choose as a major, and who they know.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply. 

 

Your Impact:

Handshake is looking to bring on a Support Specialist to provide support to our employer, student, and career services users. This role is a 3 month contract with the possibility of contract extension or conversion to our permanent Support Specialist role upon evaluation of fit for the role and company needs. The permanent support specialist role includes phone support and technical troubleshooting. Therefore, you will also be answering live phone calls if converted. If you are resourceful and attuned to detail, love digging into a complex and technical product, building strong relationships with customers and team members, and solving a wide variety of questions, bugs, and workflow needs - this is the role for you!

You will work closely with our Support Team to provide efficient and effective support and contribute to an overall seamless experience for users. You will help unblock career services, students, and employer users, frequently utilize macros in responding to common questions or issues, and share trends and learnings with the Support Team to continue improving the customer experience and our team operations. As an advocate for our career centers, students, and employer users, you’ll improve the Handshake user experience and make an impact on our mission to democratize opportunity. 

 

Your Role:

  • Contribute 40 hours per week during our business hours of Monday through Friday
  • Provide amazing email and phone support to Handshake customers via internal ticketing systems. Your day-to-day will consist of:
    • 90%: resolving questions, bugs, feedback, and general inquiries (weekly avg. 100-300 tickets)
    • 5%: attendings team meetings (1-3 per week)
    • 5%: completing administrative tasks (emails, check daily announcements etc.)
  • Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users
  • Maintain a standard level of excellence in regards to response times, resolution times, and the quality of the customer support experience
  • Be both a support specialist and an experienced consultant for users of the Handshake platform
  • Utilize internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering

 

What We’re Looking For:

  • Location: if working from home you must be located in the US and these states: AZ, DC, CA, CO, FL, GA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NV, NJ, NY, OR, PA, SD, TN, TX, VA, WA, WI.
  • Passion for the problem: helping launch careers and grow companies by making the best matches between companies and new graduates
  • EQ: A strong sense of empathy with users of our products
  • Critical Thinking: high attention to detail and ability to troubleshoot with limited information and a clear plan of action
  • Grit: strong work ethic, ambition and a bias for action
  • Results oriented and ownership: ability to own the Support queue and maintain or exceed ticket and quality goals (50 tickets per week)
  • Technical Aptitude: IT, programming, or database skills or background, or ability to learn technical tools and concepts quickly
  • GSD: ability to get things done, independently and collaboratively with a team
  • Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language. Participates in team and other meetings by actively speaking up, sharing ideas and asking questions. 
  • Teamwork: connects with teammates and actively builds sense of community on Support and with other teams
  • Collaboration: collaborate with manager and team on daily or weekly guidance on ticket workflows and prioritization
  • Expertise and Curiosity: retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn’t afraid to do independent research on third party tools and systems to find answers
  • Growth Mindset: positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders (eg Customer Success, Sales, Product, Engineering)
  • Diversity and Inclusion: Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users
  • Coverage: Can provide a regular schedule to provide consistent assistance to users. You are based in the U.S. and not a current student.
  • Qualify for Support Specialist role: This is a contract position but you must also be interested in our permanent, salaried role. The role consists of live phone support and technical troubleshooting. Your day-to-day will consist of:
    • 90%: resolving questions, bugs, feedback, and general inquiries (weekly avg. 100 tickets, ~10 phone calls per day)
    • 5%: attending team meetings (1-3 per week)
    • 5%: completing administrative tasks (emails, check daily announcements etc.)

 

Bonus Qualifications:

  • Previous call center and/or technical support experience
  • ZenDesk, Looker, or Microsoft Excel experience
  • IT/Programming/Database Management, Finance, or Data Science/Analytics background, majors, courses, certifications
  • Experience in creating or managing internal processes/systems

 

Compensation

$20/hr

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