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Product Support Specialist

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– Accepting applications

Our mission is to help people fulfill their passion to make a difference for others. Non-profit, faith-based, and political organizations depend on Qgiv to power their fundraising through our industry leading software and growing suite of products and services. We absolutely love the work our clients do and we’re looking for someone who can help them achieve their mission through the Product Support Specialist role.

 

“What would you say you do here?”

As a Product Support Specialist, you will help keep our clients happy and achieve success by providing technical support to our Customer Experience and Sales teams. When clients start asking questions like “Why is my embedded form not showing up in Internet Explorer?” or “I’ve set up your Salesforce integration, but I’m not seeing data flow through,” you would lead the support efforts by triaging and investigating to find out what exactly went wrong. Your experience in PHP, MySQL, and APIs would allow you to bridge support from the Product team to the Customer Experience team, aka translate code to something normal humans understand. You may be asked to coordinate support directly with clients, where you can show off how much of a “people person” you are.

As a member of the Product team, you would lead our QA efforts to help us continue to create a top-notch user experience for our users. We currently run on 2-week development cycles, so you would work closely with our engineers and designers to maintain that schedule, keep bugs introduced into the system at a minimum, develop documentation, and help us optimize our shipping procedures. Detailed release notes would be created for each release (which we celebrate with food, by the way) to be sent internally and to our clients.

Though our platform is easy to use, there is a lot going on under-the-hood. To be successful, you will need to become a product expert in the first 60 days through in-house training, a little bit of experimenting, and asking lots of questions. You should be comfortable and resourceful in debugging code, troubleshooting across various browsers, and working in iOS and Android. Be okay with not knowing things, but striving to learn as much as possible.

 

What’s it like to work at Qgiv?

We are guided by our Core Values: introspection, empathy, persistence, openness, and passion. We work hard to meet deadlines and goals, but we also like to have fun. We eat cake every month to celebrate birthdays, and sharing a beer with colleagues is something you might see around the office. We strive to create a culture where individuals can grow personally and professionally, and maintain a work environment you actually look forward to every day. Most importantly, we know that at the end of the day our software helps make the world just a little bit better.

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