Hi, we’re glad you’re thinking about joining us.
Are you looking for purpose-driven work where client support makes a positive impact on communities around the world? If so, then Committee for Children (CFC) is an amazing place to grow your career as a Technical Support Representative. We’re a social enterprise dedicated to advancing the well-being of children through social-emotional learning (SEL). As a Technical Support Representative at CFC, you’ll be responsible for building and maintaining relationships with customers. This role provides customer service, sales support, and product consultation with a focus on technical problem-solving that drives long-term client retention and satisfaction.
Our team is collaborative, creative, and passionate about our work. Every day brings new challenges, and we jump at the opportunity to solve them. So, if you’re looking for a place that values your unique perspective and empowers you to do great work, then CFC is the place for you.
You’ll have an opportunity to make an impact every day. Growth at CFC isn’t just up. It’s up, left, right, around, and through. You’ll have a say in the direction your career takes, the skills you learn, and the way we use Client Support to transform the lives of children.
Let’s talk about benefits.
What we do matters. But we can’t achieve our goals unless we empower every team member to pursue their own goals and live a fulfilling personal life. Our benefits, perks, and rewards are aimed at doing just that: helping you live your best life at CFC.
- We cover 100% of your premiums for medical, dental, and vision coverage and 60% of your dependents’ medical and dental premiums
- Retirement plan + company match up to 3%; CFC also may make an annual discretionary non-elective contribution on your behalf at the end of the year!
- A flexible work subsidy: $100 per month that you can use on things like phone and internet costs, office supplies, or even commuting costs
- 16 paid holidays (including winter break and 1 floating holiday), 3 weeks’ vacation in your first year, and separate sick leave accrual
- Other great benefits include: monthly contribution to childcare and/or dependent expenses, FSA account, parental leave, sabbatical leave, employee assistance program, annual wellness reimbursement, growth and development opportunities, disability and life insurance.
What you’ll do when you join us:
- Provide first-line diagnostic and troubleshooting support and technical expertise to answer customer questions and resolve product, web store, and website-related issues, particularly those that require advanced technical knowledge
- Handle escalations to Tier 2 support, and collaborate with the Tier 2 team to appropriately prioritize and resolve their pipeline; communicate with customers until all issues are resolved; as needed, escalate critical issues to the Client Support Manager
- Provide accurate and timely follow-through on all client requests, including email and phone inquiries as well as client requests for order support, pricing, adjustments, and cancellations
- Explain program features, create quotes, and submit sales orders to facilitate accurate order-fulfillment processes and promote the fidelity and efficacy of CFC’s programs and services
- Work directly with clients to address order and shipment issues
- Document solutions to known issues; provide explanation and training to other staff members
- Identify and discuss top customer issues with managers and leadership
- Communicate client information, leads, requests, and feedback to other departments and stakeholders
- Effectively use computer, CRM, and database systems to enter accurate client information and records, create quotes, and perform other job functions
Here’s what we’re looking for:
- High school diploma or equivalent
- Minimum 2 years’ experience in a technical support role OR 5+ years in a customer support role with a demonstrated technical support affinity
- Strong drive for proactive problem-solving and the ability to demonstrate effective communication and listening skills
- Foundational ability to work with major production application systems used for delivery of services to internal and external clients
- Foundational ability to assist colleagues or leaders in identifying and solving technical or procedural issues; willingness to learn additional technical skills to build knowledge relevant to the job role
- Foundational organizational, project planning, and management skills; proven ability to coordinate activities, set priorities, and meet deadlines with minimal supervision
- Knowledge of MS Excel, PowerPoint, Word, and Outlook; experienced with CRM, financial, web store,