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Technical Support Specialist- Tier 1

Virtuous· Customer Success
Apply on company site
Phoenix, AZ, Remote, USAFull-timePosted 11mo ago

About the role

Technical Support Specialist (Tier 1) at Virtuous, handling email and phone-based support, ticket management, and initial issue troubleshooting to ensure timely resolution and positive customer experience.

Responsibilities

  • Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
  • Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
  • Propose creative solutions and workarounds to help customers accomplish tasks beyond initial design intent when appropriate.
  • Troubleshoot and resolve issues, including unfamiliar or complex scenarios, and seek information to provide inventive workarounds.
  • Detect, analyze, and communicate bugs to the Tier 2 support team with thorough investigation and supporting evidence.
  • Keep customers informed about issue status with regular updates and clear expectations.
  • Maintain a positive, empathetic, and professional attitude toward customers.
  • Collaborate with the Virtuous Customer Success team to ensure positive customer health and experience.
  • Adapt to new challenges and responsibilities in a dynamic work environment.

Qualifications

  • 2+ years B2B SaaS Technical Support experience
  • Experience with CRM systems
  • Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
  • Analytical mindset and ability to troubleshoot/test use cases and issues in software
  • Ability to manage workload based on changing priorities
  • Clear and articulate communication skills
  • Phenomenal organizational skills
  • Desire for constant growth personally and professionally
  • Ability to thrive in a fast-paced, flexible start-up environment
  • Ability to take work seriously without taking yourself too seriously

Skills

Required:Customer supportTroubleshootingTicketing systemsCRM systems

Benefits

  • Market competitive pay leveraging Carta data
  • Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
  • 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
  • Unlimited PTO
  • Paid time off including volunteer days and company holidays
  • Employer-contributed healthcare benefits (medical, dental, vision) with dependents and HSA/FSA options
  • 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption included)
  • Community and company outings/events
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Virtuous

The future of fundraising is personal.

Virtuous gives you the nonprofit CRM, fundraising, volunteer, and marketing tools you need to create more responsive donor experiences and grow giving.

CRMfundraisingvolunteermarketingdonor engagementnonprofit
Company profileWebsite

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