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Jobs: Product Expert

MemberClicks empowers member-based nonprofits to thrive through shockingly refreshing technology and a heart for service. That’s our mission statement, and we hire people who live and breathe it. For the past two years in a row, we’ve been recognized as one of the Best Places to Work in Atlanta by the Atlanta Business Chronicle. 

Right now, we're looking for that rare individual who is technically in-the-know and an excellent communicator to join our team as a Product Expert.

You will be a key player in establishing and maintaining customer expectations, providing assistance for our products and providing feedback and input for product enhancements. You must enjoy speaking with people, trouble-shooting and problem-solving. Equally, you must have the ability to listen and respond in a professional, approachable manner. Your role is vital to the success of our organization on a daily basis. Although Help Team members are not developers, a solid understanding of Internet technologies will certainly assist you in this role.

Major Responsibilities/Activities:

  • Providing front line support through phone as well as tickets from our customer service system (Zendesk)
  • Trouble-shooting various technical issues while assisting clients in the effective use of our products
  • Proactively work to prevent future client issues through attention to detail when working on current issues
  • Communicate with genuine empathy and a sense of urgency
  • Gain and demonstrate ongoing process and product knowledge
  • Be the liaison for customers on any new product offerings and updates
  • Ability to defuse escalated clients and create appropriate resolutions for their issues
  • Escalate clients issues to appropriate team (when necessary) with a clear handoff; providing sufficient details while communicating to internal and external stakeholders
  • Maintain company standards for quality and customer satisfaction
  • Consistently providing a refreshing experience
  • Other related tasks as assigned

Technical / Soft Skills:

  • Internet/web browsing savvy
  • Basic understanding of HTML
  • Relational database concepts
  • Experience with credit card processing a plus
  • Experience with email and hosting services a plus
  • Well organized and flexible
  • Pleasant phone presence
  • Ability to maintain a professional and positive attitude in all situations
  • Ability to convey complex technical issues in everyday language
  • Ability to overcome obstacles and proceed with a positive outlook
  • Affinity for process improvements

Job Requirements:

  • 6 months of relevant business experience
  • Above average customer service skills
  • Above average multitasking skills
  • Superior communication and people skills
  • Ability to receive feedback and make appropriate adjustments
  • Ability to self-manage and coordinate multiple ongoing tasks
  • Ability to take ownership of tasks and adhere to deadlines
  • Ability to follow attendance policy and adhere to set schedule
  • Desire and willingness to learn every day
  • Previous SaaS experience (preferred)

Finally, consider the following:

  • If your idea of a fun job is starched shirts and cubicles, this may not be the job for you.
  • Do you value working in a fun, innovative and casual professional environment?
  • Do you want to work with exceptionally smart and talented individuals and have the opportunity to play a critical role in building a successful business?

We offer a competitive salary and bonus structure along with health and dental insurance, flexible spending accounts, 401k, paid holidays and vacation, free Crossfit gym membership, and a flat out great environment to work. Please send your resume to [email protected] with the subject line "Help Team Product Expert."

    MemberClicks was named one of the Best Places to Work in Atlanta in 2015 and 2016 by the Atlanta Business Chronicle.

    Why is MemberClicks a great place to work