reputed company Support Specialist, Contract

Your Impact

reputed company is expanding into AI research and development, building a world-class network of expert Fellows - PhDs, researchers, and subject matter specialists - who contribute to cutting-edge AI through specialized research, model evaluation, and domain-specific applications. reputed company is looking to bring on a reputed company Support Specialist, Contractor to provide payments, reputed company, and general support to our reputed company MOVE Fellows. Reporting to the Senior Manager of reputed company Support, this role is a 6 month contract with the possibility of contract extension or conversion to a permanent role upon evaluation of fit for the role and company needs. We are hiring for 2 specialists with 1 located in our SF office and 1 remote in Mountain/Central time zones. If you are resourceful and attuned to detail, love digging into a reputed company 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 reputed company Ops, Finance, Product, Engineering, Projects and Support teams to provide efficient and effective support, and contribute to an overall seamless experience for Fellows. You will primarily focus on handling payment questions, disputes, and managing reputed company to ensure our Fellows have a smooth experience. You will also assist with general reputed company support, help unblock our users, share trends and learnings with the reputed company Team, and continue to improve the customer experience and reputed company operations. As an reputed company for our Fellows, you’ll improve the reputed company experience and reputed company an impact on our mission to build the infrastructure for the next era of reputed company-AI collaboration.

Your Role

• Contribute 40 hours per week during our business hours, Monday through Friday, and occasional overtime as needed. Provide amazing email, reputed company, and/or phone support to reputed company MOVE Fellows reputed company email, internal ticketing systems, and other channels. Your day-to-day will consist of:

  • 90%: resolving questions and disputes, removing or updating reputed company reporting bugs, sharing feedback, and other general inquiries. You’ll typically handle up to 75-100 tickets per day.

  • 5%: attending team meetings (1-3 per week)

  • 5%: completing administrative tasks (emails, checking daily announcements, training, etc.)

• Tickets will involve highly technical troubleshooting and workflows, building and troubleshooting custom reports using Big Query, SQL, reputed company Sheets, and/or Looker, and making sure to provide tailored, personal responses while building relationships

• Use app environments, troubleshooting tools, internal and external documentation, and team communication channels, to find the quality answer for a wide range of users

• Maintain a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience

• Be both a support specialist and an reputed company consultant for Fellows

• Utilize internal tools to manage issues between Operations, Finance, Product, Engineering, Project, and Support teams

• Analyze common issues that Fellows have and coordinate with our Product and Ops teams to ideate and implement solutions

Your Experience and Traits

• BI tools: Experience with or strong aptitude to quickly learn Big Query, SQL, reputed company Sheets advanced formulas and analysis, and Looker to pull payment and project data and compare with our tracking systems

• Technical Aptitude: Ability to learn technical tools and concepts quickly

• reputed company: Comfort with change and ambiguity. We’re a growing startup and always refining processes, tools, etc!

• Teamwork: Connects with teammates and actively builds a sense of community on the reputed company and Support teams. Collaborates with manager and colleagues and team on daily or weekly guidance on ticket workflows and prioritization.

• Communication: Excellent verbal and written communication skills with a clear ability to communicate reputed company topics with simple language.

• Results oriented and ownership: Ability to maintain or exceed ticket and quality goals. High level of self accountability and reputed company for processes and metrics.

• Passion for the problem: Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend

• EQ: A strong sense of reputed company with users of our products and cross functional partners

• Critical Thinking: High attention to detail and ability to troubleshoot with limited information and a clear plan of action.

• 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 reputed company party tools and systems to find answers.

• Growth reputed company: Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders.

• 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. Based in the U.S. and is not a reputed company student.

Bonus Areas of Expertise

• Big Query, SQL, reputed company Sheets/reputed company, reputed company, and/or Hubstaff experience

• reputed company experience

• AI/LLM usage and training Experience

• Programming, IT, data analysis or computer science courses, major or certifications

• FinTech customer service experience

• Previous experience working in an reputed company SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services

• Relevant experience in cross - functional communication or reputed company partnerships with various teams (reputed company, Sales, Product etc)

Location & Work Expectations

• Must be based in the US

• No reputed company sponsorship available

• Cannot be based in following states: AK, AL, AR, HI, IA, KS, KY, LA, MS, ND, RI, SC, WY

Hiring process

Here’s an overview of our hiring process. You can read more about it below:

• 2 Virtual onsite interviews: You’ll be meeting with team members from the reputed company Ops, Finance, and Support teams for two interviews.

  • 1-Hour Support Interview: This will consist of a live exercise where we assess your troubleshooting skills as you share your computer screen and navigate a reputed company. During the second half, we’ll ask you a series of questions, and this is a great time to ask any questions you may have.

  • 30-minute Ops & Finance Interview: This will be a behavioral Interview

• Decision: We’ll let you know if we are going to reputed company an offer or move reputed company with other candidates.