We're expanding our team!

If you are you a dedicated and creative professional looking for an opportunity with a rapidly growing internet software (SaaS) company that is worth jumping out of bed for, get in touch.

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MEET WIZEHIVE.

WizeHive is a rapidly growing, private equity backed SaaS company that is powering some of the world’s most important missions. In fact, we’re one of Philly’s fastest growing private companies serving the philanthropic efforts of over 800 organizations ranging from the Coca Cola Scholars Program to the CDCs research fellowships to The American Red Cross grants. At our core, we are passionate about innovation, collaboration, and the belief that purpose-driven organizations should be empowered and not hindered by great technology that helps them better connect, analyze, and improve.

WizeHive provides cloud-based solutions that power the full lifecycle management of grants, scholarships, and fellowships, as well as employee giving and workplace volunteer programs. We offer all employees an ambitious but fun-loving and open culture, a flexible work environment, competitive benefits and stock options.

WHO ARE WE LOOKING FOR?

The Support Specialist focuses on consistent customer support experiences and standards to enable excellence in customer support delivery. This position reports to the Manager of Support Services.

LOCATION:

This role should be based in the greater Philadelphia, PA area. You will have the ability to work in a flexible hybrid environment

WHAT YOU WILL ACHIEVE:

  • Provide ongoing support to existing customers
    • Resolve or escalate issues submitted by customers
    • Manage multiple customer issues at one time through our ticket-tracking system, HelpScout
    • Go-to expert for customers on WizeHive’s SaaS product, Zengine after implementation phase
  • Promote knowledge-based and customer-driven solutions
  • Provide platform support, best practice knowledge, and training and reference materials that reinforce issue resolution
  • Track customer process documentation & scope changes
  • Ensure that customer requests stay within the parameters of their contract and process documentation
  • Submit/Track customer bugs & recurring issues to the Development team & track status
    • Provide timely responses and updates to customers
    • Follow-up with Development team to help facilitate resolution
  • Work with WizeHive Development and Product teams to deliver value to customers
  • Continue to improve the Support process
    • Create processes and documentation to address the growing needs of the Customer Support team
    • Work with initiative and motivation, and deliver an exceptional customer experience while meeting internal and external expectations/KPIs and deadlines
  • Security and Compliance
    • Responsible for granting and terminating user access to specific internal systems by following policies surrounding systems access
WHAT YOU WILL NEED:
  • At least 1 year of comparable customer support experience, preferably in a call and email environment
  • Analytical and problem-solving skills
  • Strong attention to detail, with documentation and processes
  • Outstanding interpersonal skills

SALARY RANGE:

$55,000-63,000

HOW WE WILL TAKE CARE OF YOU:

  • Competitive base salary
  • Medical, Dental, Vision insurance
  • Flexible PTO
  • Paid Holidays
  • Stock options
  • Company provided short- and long-term disability
  • Company provided life insurance
  • FMLA and paid parental leave
  • 401k with company match
  • Remote work & flex hours

Equal Opportunity Employer

Wizehive is an Equal Opportunity Employer that believes our team should reflect the diversity of the clients and communities we are serving.  We are dedicated to building an inclusive and equitable workplace where everyone feels welcome and comfortable.  We actively seek out diversity and will not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Sound like you?

If you're comfortable in a fast-paced environment, value team collaboration, pride yourself on attention to detail, and are hungry to make an impact, then we want to hear from you.

Apply Now