Technical Support Specialist

Submittable

33d • $55,000 - $60,000 • Remote

About The Position

At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients.
We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change.
We’re looking for an experienced Technical Support Specialist to join our growing Support team at Submittable. In this role, you’ll do more than just solve tickets; you will enhance and nurture the customer experience by providing fast, thoughtful solutions to technical challenges. You’ll partner closely with our Customer Success team to ensure our users are maximizing the platform's potential and achieving their goals.
While your primary responsibilities are providing our users with a great experience, you will also have the opportunity to learn about, and contribute to, the evolution of our support model, offerings, and client-centric approach.
This is a full-time position reporting to the Manager of Support Services.

Requirements

• 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred
• Incredible Communication: You can translate complex technical concepts into clear, friendly, and actionable advice.
• A Natural Problem-Solver: You have outstanding troubleshooting skills and a passion for "the why" behind a technical issue.
• Tech Savvy: You have a general understanding of the software development life cycle and the tools that power it.
• Ability to Work Well Under Pressure: You thrive in a fast-paced environment and can manage multiple priorities without losing your cool.
• Platform Experience: You have a comprehensive understanding of Help Desk platforms and Live Chat tools.

Nice To Haves

• Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus.
• A basic understanding of at least one programming language will help you hit the ground running with our more technical queries.

Responsibilities

• Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out.
• Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey
• Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions.
• Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience.
• Anticipate Needs: Proactively address customer concerns before they happen
• Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve.
• Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable.

Benefits

• Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
• 401(k) plan with employer match starting day one
• Equity stock options to share in our success
• Flexible hours, remote work options, and generous vacation and sick leave
• Paid parental leave for mothers, fathers, and adoptive parents
• Professional development stipends to support your career growth
• Opportunities to participate in community outreach and volunteer programs
• Monthly company-sponsored happy hours and gatherings to connect and unwind

What This Job Offers

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