BACKGROUND

As governments are forced to make the shift toward virtual engagement, PublicInput.com has seen major increases in demand for public engagement solutions like virtual meetings, interactive surveys, and multi-channel communications. Our team is seeking a front lines Customer Support Representative to assist in providing top tier technical support to clients.

ABOUT PUBLICINPUT.COM

PublicInput.com is a leading US public engagement platform, with over 100 public agency clients in 36 US states. Today, the company serves cities like Seattle, Washington DC, and Charlotte along with state agencies like Ohio DOT, NCDOT, and Utah DOT to support virtual public meetings and collect public input on key projects.

The company is on a mission to provide the operating system for participatory democracy - the next evolution of democratic governance. We believe the time is right for this approach, and technology like PublicInput.com can play a crucial supporting role.

The team has grown from 8 to 18 people in the past two years, and you'll join a scrappy, product-obsessed team with backgrounds in planning, government, and technology.

ABOUT YOU: 

You are passionate about helping clients achieve the best work possible. You are detail-oriented, with the ability to deliver accurate and prescriptive instruction. You work with integrity, commitment and respect with all clients and teammates. 

YOU HAVE:

• The ability to think critically and creatively
• Excellent problem solving skills
• Strong written and verbal communication skills
• Interest in Public Engagement 
• Prioritizes quality assurance 
• Excellent customer service skills

ROLE/RESPONSIBILITIES: 

MONITOR THE FRONT LINES OF OUR CUSTOMER SUPPORT CHANNELS 

• Be an intake valve for tickets, encourage administrators to book Virtual Office Hours, and escalate more immediate conversations to other members of the team as needed. 
• Manage and resolve customer concerns and issues related to product bugs. 
• Manage/Update client details in Intercom and Pipedrive. 
• Ensure consistent follow up with clients to alert them that their tickets are closed out in Intercom.

IMPROVE CUSTOMER EXPERIENCE AND CONFIDENCE 

• Develop and cultivate key customers and relationships through timely responses. 
• Generate interest and attendance in company-sponsored events (training sessions, webinars, etc). 
• Understand the customer lifecycle, focusing on adoption throughout the agency, and customer engagement from kick-off through renewals.

LEVERAGE DISCIPLINED MANAGEMENT 

• Work within existing Standard Operation Procedure (SOP) structure to identify, escalate, and resolve account needs in coordination with Account and Success Manager for each account. 
• As you develop in your role, begin to proactively manage customer relationships, renewals and up-selling efforts. 
• Help maintain high renewal rates among existing accounts.

IMPROVE AND STANDARDIZE CUSTOMER SERVICE EXPERIENCE 

• Proactively develop automated workflows and content based on customer requests.
• Manage expectations and issue escalation through clear processes and procedures.
• Keep track of common client requests/needs (FAQ's).
• Update support articles and Training Academy materials as time permits.

WORK CROSS-FUNCTIONALLY WITH MULTIPLE TEAMS TO ROW THE BOAT TOGETHER: 

• Revenue, to secure up-sells and renewals. 
• Marketing, to assist in campaigns based on user personas and customer success stories.
• Product, on reliability, feature requests, and customer feedback. 
• Leadership, on quarterly goals and business objectives.

WORKPLACE CULTURE

We're embedded in HQ Raleigh, a thriving hub for social entrepreneurship in downtown Raleigh. As part of that community, we share HQ's focus on creating purpose-driven businesses that leave the world better than they found it. With over 100 companies operating out of HQ's space in downtown, you'll be surrounded by creative, thoughtful, talented people.

BENEFITS

We provide access to a group healthcare, vision, and dental plan, and the company covers 50% of your monthly premiums. Option to enroll in flexible spending HSA account and 401k retirement account.

Monthly benefits also include a technology stipend if you bring your own computer, reimbursement for gym expenses, a books/audiobooks stipend, and GoTriangle transit fare.

As part of the HQ Raleigh community, you'll have access to a number of amenities, including local beer on tap, locally roasted coffee and espresso, bike share, and discounts to area gyms, restaurants, and retailers.

DETAILS

We're proud to be an equal opportunity employer and encourage individuals from underrepresented groups to apply. All employment is based on merit and business need.

We keep all your information confidential. Please, no agencies or contracted services. Must be eligible to work in the U.S.