Interfolio is on a mission to build smart, inspired and useful products for faculty and academic communitiesBy building an engine for faculty activity, decisions, and data, interfolio has become the first mover in defining and owning the category of faculty-focused technology that cultivates goal-oriented collaboration around academic decision-making.
Interfolio operates the first holistic faculty information system to support the full lifecycle of faculty work, from job seeking to review, tenure, sabbatical, committee work, research, and beyondOffering colleges and universities increased clarity and insight into faculty data to help achieve their strategic initiatives, interfolio believes that advancing the faculty will advance the institution.
What`s even better than that?
We`ve crafted a fun, collegial, dynamic culture that celebrates team and individual success almost dailyWe`ve got a lean team of super-smart, super-hard working, local and remote colleagues who collaborate closely to produce a valuable service for an industry we`re passionate aboutAnd, we genuinely like working with each other and with our clients.
Like what you`ve heard so far?
The primary focus of the role is to ensure our scholars and university clients have the best possible experience using interfolio products and servicesYou will answer all questions related to interfolio, educating and empowering customers to become better interfolio usersAs a member of our support team, you proactively look for solutions to problems and propose improvements if something could work betterYou`re an ambassador for all internal departments, helping them be successful in their roles while driving product change.
A big part of your day is going to be spent taking action on support tickets and calls, planning new outreach efforts, or putting out fires behind the scenesOur users expect extremely high quality support and we strive to provide that in every interaction we haveWe need someone with the ability to treat each issue with dedication, professionalism and fervor.
You`re smartYou`re a problem-solver who doesn`t shy away from puzzles that require extra researchYou`re able to not only answer a user`s direct question, but also understand where they`re coming from and what questions they`re likely to have nextYou can think critically and creatively about situations you`re presented with to ensure our users receive high-quality support across the board.
You`re skilledYou write and speak wellYou have the demonstrated ability to convey empathy, compassion, patience, and urgency in both written and verbal formYou take pride in the quality of your writing and are well-versed in phone etiquette with experience carrying on professional conversations.
You`re tech-savvyYou stay connected through sites like twitter, facebook, instagram, tumblr, etcYou`re familiar with different operating systems across various platforms: windows, mac, tablets, and phones…anything goes! you`re at home using technology, and you can easily understand and learn a new interface or process.
You`re team-orientedYou`re comfortable working in groups and happy to put ego aside when searching for the best ideasOur team is a combination of introverts, extroverts, right brains, and left brains all working hard to deliver products that scholars love to use.
1-4 years experience working in customer support helpdesk or similar role for a software-as-a-service (saas) platform
Excellent organization, project management, time management, and communication skills
Demonstrated ability to troubleshoot and diagnose customer issues
Experience providing technical and/or training support for technology
Salesforce, zendesk, helpscout, or similar crm experience
Experience testing and reporting software bugs to engineering
Demonstrated ability to cultivate strong relationships with external parties
Tenacious and entrepreneurial approach to working through product, process, and client challenges
Have a bachelor`s degree
Experience working in a remote position
Possess a strong interest in higher education, startups, and/or saas technology
Be able to speak and write fluently in english
Based in the united states and available to work pacific time zone or mountain time zone.
Interfolio is an affirmative action and equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disabilityEqual employment opportunity posters, if you`d like to view a copy of the company`s affirmative action plan or policy statement, please email email@example.comIf you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail or call (202) 503-1299The email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply onlineOnly messages left for this purpose will be returnedMessages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.