EA-Client Support Specialist I

Bonterra

2d • $58,700

About The Position

As a member of the NGP VAN Support team, you will serve on the front line of support for Democratic campaigns, parties, PACs, and progressive organizations. Not only will you be supporting Democrats and progressives with your exceptional customer service skills, but you’ll also be getting new customers up and running with our tools. Our staff aren’t just people who do support, they are expert practitioners who make sure our clients are able to accomplish their goals. Social mission is at the core of what we do, and we're looking for people who love our clients (and their causes) as much as we do. This is an entry-level role, with high expectations for responsiveness, empathy, and consistent knowledge development.

Requirements

• You have a demonstrated and passionate interest in Democratic + progressive politics and ideals, are good with technology, and are willing to work with lots of different organizations who need our help.
• You have at least one year of experience working with compliance, fundraising, and/or email tools, for political campaigns, unions or nonprofits.
• You have used NGP8, EveryAction, VAN or VoteBuilder (or their competitors) as part of your day-to-day responsibilities, either administering other users or playing a leadership role in a campaign or organization.
• You have excellent oral and written communication skills, and strong critical thinking, logical problem-solving ability, and a willingness to learn.
• You have a professional phone manner and undying patience, and proven ability to self-motivate and demonstrated work ethic
• You’re detail-oriented, great at following up and don’t let things slip through the cracks
• Previous experience teaching or training, including activities such as mentoring, tutoring and/or software support.
• You have a demonstrated history of being a team player.

Nice To Haves

• Previous experience teaching or training, including activities such as mentoring, tutoring and/or software support.
• Experience in customer relations or an equivalent field, though not required, is valued;
• You have used NGP Classic or NGP7 as part of your day-to-day responsibilities.
• You have experience using the Mobilize platform.

Responsibilities

• Provide timely responses to inbound support requests with positivity and user empathy
• Triage and resolve client issues through collaboration with sales, product, data, and/or engineering team
• Knowledge of primary business line/can support Digital at basic level
• Escalates complex or urgent issues according to documented protocols
• Takes direction from Leadership to meet team claiming standards
• Utilizes internal documentation to deliver accurate support
• Maintains detailed records of client interactions and resolutions
• Participates in team meetings and skills trainings

Benefits

• We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.
• Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms.
• Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed