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Part-Time Technical Support Associate

Part-Time Technical Support Associate

Part-Time (20-30 hours per week)

Remote (U.S. Only)


About Impactive

Impactive (formerly Outvote), backed by YCombinator and Higher Ground Labs, was founded in 2017 as a get-out-the-vote tool for Democrats. The Impactive product has since expanded to become an all-in-one hub for digital organizing, powering the organizing efforts of some of the country’s largest progressive organizations.

In the 2018 midterms, volunteers contacted over 1 million voters using Impactive. In 2020, we scaled significantly to meet the demand of this unprecedented election cycle. We’ve worked with over 500 clients nationwide, and volunteers have sent over 150 million text messages on behalf of Planned Parenthood, the DCCC, SEIU, Community Change, When We All Vote, Greenpeace, and campaigns up and down the ballot. Our work has been featured in The New York Times, Washington Post, TechCrunch, Fast Company, and many more. 

In 2021, Impactive will expand its platform further into nonprofit, advocacy, and additional markets. This will be an exciting time to play a critical role in helping shape the direction for what's coming next. We will continue to prioritize our progressive values while building a feature-rich platform that will broaden our reach across the impact space.

About the Role

Impactive’s Client Strategy team provides strategic customer support and technical support, empowering clients to become Impactive experts. The Technical Support Associate will be responsible for responding to clients’ technical support requests efficiently and accurately. We are seeking a team member eager to constantly deepen their knowledge of our software platform and digital organizing strategies.

Responsibilities

  • Inbound Support Requests: Help clients resolve their technical issues by providing written responses to a high volume of tickets submitted via Zendesk. Provide a world-class support experience for Impactive clients by providing assistance with a helpful, friendly, and empathetic attitude.

  • Product Expertise: Develop strong expertise in the Impactive software platform. Stay abreast of new Impactive features and product improvements.

  • Cross-Team Collaboration: Identify, document, and communicate bugs and other technical issues to other Impactive teams as appropriate, namely the product and engineering teams.

  • Product Documentation: Collaborate with Client Strategy colleagues and other teams as needed to contribute to documentation in the Impactive Help Center. Develop clear and comprehensive technical documentation while maintaining brand voice.

Preferred Qualifications

  • At least one election cycle’s worth of experience in organizing/digital organizing. Ideal candidates will have experience in peer-to-peer texting, relational organizing, and/or volunteer training.
  • A helpful, empathetic, can-do attitude 
  • Strong written communication skills, with the ability to write grammatically excellent, concise, and coherent technical responses 
  • Strong reading comprehension and listening skills, with the ability to quickly identify the root of a client’s need
  • A voracious appetite for learning, particularly about software
  • Working proficiency in tools like Slack, Notion, and Google Docs

We eagerly accept applicants with diverse backgrounds, experiences, abilities, and perspectives. Impactive is proud to be an equal opportunity employer. We celebrate our employees’ differences, and know that those differences⁠ — of all kinds⁠ — make us infinitely stronger.


Logistics

  • Hours: Roughly 20-30 per week. Note that evening and weekend shifts will be required. 
  • Compensation: $22-$30 per hour, depending on experience
  • This role could transition to a full-time, salaried position in the future depending on performance and company needs. 


Applying

Please submit an application here. Applications will be reviewed on a rolling basis, but please apply by September 26, 2021 for priority consideration.

Apply
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