Social Solutions
Social Solutions is the leading cloud software provider for public sector and nonprofit social service organizations.
Austin, TX

Senior Customer Support Specialist at Social Solutions

| Austin
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Overview

We're looking to bring on a new Senior Customer Support Representative, or as we call it, an Advanced Support Consultant (ASC)! The ASC is responsible for providing superior reactive and proactive support for customers who have purchased premium support packages or are a top tier paid support customer.

Internally the ASC works cross functionally with other SSG teams, including Support, Product, Professional Services, Development, Special Projects, Sales and Account Management, Partnerships & Alliances, Marketing, and the Executive Team

What You'll Do

  • Become an expert in each customers' use of ETO and/or Apricot software, including any customizations and add-ons
  • Become an expert in the assigned customers' business areas/industry verticals
  • Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc.)
  • Develop and cultivate strong relationships with contacts at all levels of the customer organization
  • Provide ad-hoc coaching and training on ETO/Apricot best practices, as well as access to product documentation and formal training
  • Diagnose and escalate issues as needed to ensure proper and timely resolution
  • Interface with the Account Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap
  • Meet regularly with customer via phone (weekly, bi-weekly or monthly) to review open cases and issues
  • Occasional onsite meetings with customer may be required
  • Document all client interactions and time spent in our tracking system as required-the ASC will be held accountable for a utilization target

Responsibilities & Requirements

  • Bachelor's degree or 2+ years of experience with ETO and/Apricot software preferred
  • 1+ years of professional experience in relevant industry such as technical support or customer success
  • Outstanding communication and analytical skills
  • Problem solving skills with technical agility and creativity
  • Interest in technology and a desire to solve problems independently
  • Detail-oriented and well organized
  • Passion for human services and an infectious smile

Preferred Skills

  • Experience with ETO and/or Apricot software
  • Technical background/experience such as system administration, implementation, technical specifications for developers, or consulting; report writing (SAP Business Objects or other BI tool); business acumen; applied statistics; evaluation experience

About Social Solutions Global

Why We're Awesome

Recently named one of Built In Austin 's Best Places to Work for in Austin. At Social Solutions, we're mission focused and results oriented! We're a diverse team of innovators, creatives, and digital architects that come together to help organizations transform lives. Our clients affect countless lives every day. That's why we go above and beyond to provide tools to get the job done. We help non-profits get to the heart of their data so they can maximize their efforts to be more impactful. In essence, we help those that are changing the world.

What You'll Get

  • Amazing coworkers
  • 100% employer paid benefits for employees
  • Flexible PTO
  • 8 hours per quarter of volunteer time
  • Company sponsored events and happy hours
  • Career advancement opportunities

To ensure candidate and employee health, Social Solutions is conducting the interview process remotely via Zoom for the foreseeable future. Thank you in advance for your cooperation!

In order fulfill Social Solutions' mission to "help people transform lives," we seek to build teams that leverage diverse perspectives to create an innovative and welcoming environment.

To that end, we make employment decisions based on qualifications, merit, and business need. Social Solutions does not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
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Where we are

Minutes away from the Domain in North Austin.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • ZendFrameworks
    • TrustRadiusAnalytics
    • AsanaManagement
    • ConfluenceManagement
    • SmartsheetManagement
    • WordpressCMS
    • ZapierCMS
    • SalesforceCRM
    • DrawloopCRM
    • TenfoldCRM
    • DocuSignCRM
    • OutreachCRM
    • MarketoLead Gen
    • BizibleLead Gen
    • TableauLead Gen
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What are Social Solutions Perks + Benefits

Culture
Volunteer in local community
Receive up to 8 paid hours per quarter to volunteer with a non-profit organization of your choice.
Partners with Nonprofits
Friends outside of work
Daily sync
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
The Dependent Care FSA allows you to set aside up to $5,000 per plan year to cover expenses such as day care, after-school programs, and mroe so you and your spouse can work or go to school.
Disability Insurance
Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
Dental Benefits
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Vision Benefits
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Health Insurance Benefits
We pay 100% of medical insurance for employees. Dental and vision is free for employees and family. We offer an HSA match for employees and family.
Life Insurance
Our benefits include short and long-term disability, as well as $50K of coverage provided by the company for employees.
Pet Insurance
Wellness Programs
Our Wise and Well program offers monthly events incorporating physical, intellectual, emotion, financial and social well-being – like chair massages, financial planning workshops, and happy hours.
Onsite Gym
Our building, Braker Point, is currently building an onsite gym.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
We offer a 401K match to help our employees invest in their future retirement.
401(K) Matching
Social Solutions' 401(K) retirement plan matches 50% of an employee's contributions up to 3% of their annual base salary.
Performance Bonus
Many individual contributor roles at Social Solutions are eligible for an annual performance bonus. Bonuses are based on a percentage of the employee's salary and are paid during performance reviews.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We recognize the importance of bonding with a new baby, so new parents receive paid off for both birthing and non-birthing leave.
Flexible Work Schedule
Social Solutions employees are encouraged to work with their manager to establish a schedule that works both for them and for the business.
Remote Work Program
All employees will work from home will be until June 1st, 2021. Optional/reservable work from office is available.
Family Medical Leave
Social Solutions will provide up to 12 weeks of unpaid, job protected leave to eligible employees for a variety of reasons.
Vacation & Time Off Benefits
Unlimited Vacation Policy
To enhance our work hard, play hard culture we offer a Flexible PTO policy which means that employees are able to take as many days off as they need, provided they have pre-approval from their manager
Paid Volunteer Time
Social Solutions provides each employee with 8 hours of paid volunteer time per quarter. Employees are encouraged to volunteer with an organization of their choice.
Paid Holidays
Social Solutions offers all employees 9 paid holidays.
Paid Sick Days
Social Solutions employees are able to take paid sick days as a part of our Flexible PTO policy.
Perks & Discounts
Beer on Tap
Social Solutions is expanding our Austin office and has plans to have draft beer available on both floors in our office.
Casual Dress
Social Solutions' culture is laid back and our dress code matches that. Employees dress in casual clothing every day.
Company Outings
Social Solutions has an annual summer party and a holiday party for all employees and a guest. Past parties have included a casino night, a shrimp boil, and of course eating BBQ.
Game Room
The Social Solutions break room includes an arcade machine with over 1000 games, a ping pong table, pop a shot basketball, and corn hole. We're very competitive and regularly hold gaming tournaments.
Happy Hours
We work hard and we play hard. Social Solutions hosts happy hours once per month either in our office break room or at a local bar.
Parking
We recognize that Austin isn't known for it's public transportation, so we have on-site parking for all employees.
Recreational Clubs
Social Solutions offers a variety of groups for employees to join that range from sports leagues to breakfast clubs and book clubs.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
We offer a 2-Day New Hire Orientation, monthly professional development training, a High Potential program that accelerates growth of our top talent, and the LEAD program which is offered to managers.
Tuition Reimbursement
Social Solutions offers $1,500 per year toward role related graduate and undergraduate programs or $500 per year for continued education courses.
Diversity Program
Promote from within
Continuing Education stipend

An Insider's view of Social Solutions

How does your team reward individual success?

Leadership recognizes hard work and talent and rewards their top performing employees - I've been promoted, named "Rookie of the Year", and been placed into a program to accelerate my growth even further with my other high potential colleagues.

Joel

Software Engineer

What's the biggest problem your team is solving?

I joined Social Solutions Global to work on updating and innovating a key part of the product offering. My team is handling the inefficiency of developing for parallel monoliths by introducing cutting edge tools and cloud scaling. The technical potential will enable great rewards for our clients!

Chris

Software Developer

How has your career grown since starting at the company?

Since joining Social Solutions, I’ve been pushed to learn & develop faster than in any previous role. I was paired with a mentor to guide my development and make sure I was focusing on the right areas. This lead to my promotion into a team lead role where I’m being tasked with managing a team while continuing to thrive in my day-to-day duties.”

Michael

Team Lead, Renewals

What is your vision for the company?

As the leading provider of outcomes software to the philanthropic community, we are changing the way that data and analytics are used. We're able to do this because we hire smart and passionate employees. We envision a world where organizations can see their impact in real time, and can take action on those insights to transform human lives.

Kristin

CEO

How does the company support your career growth?

My favorite part of working at Social Solutions is that I get to stay connected to my nonprofit roots while working at a rapidly growing tech company. There’s so much room for professional growth and promotion which is highly motivating!”

Sarah

Mission Sales Specialist

Social Solutions Careers In Austin, Texas
12

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