Job description
Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets.Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaigns, and track legislative activity at all levels of government, including federal, state and local.
Quorum provides mission-critical solutions to public affairs professionals for their work in Congress, all 50 state legislatures, major U.S. cities, the European Union, and 30+ countries around the globe. Quorum serves over 2,000 customers globally including over 50% of the Fortune 100, and has over 350 team members across the globe. The company recently acquired Capitol Canary, a market leader in grassroots advocacy software.
As a Professional Services Technical Consultant, you will be part of the professional service technical team and report to the Director of Technical Professional Services and work supporting clients in troubleshooting technical demands. This role will address tickets through the ticketing management solution and work closely with the Product and Engineering teams to prioritize tickets and influence product strategy.
What is Expected:
- Take a proactive ‘customer-first’ approach.
- Troubleshoot basic issues with the platform and escalate as necessary in a timely manner.
- Help build tools that allow others in the company to troubleshoot and address technical issues.
- Partner with the Customer Success team in tracking customer issues and requests.
- Manage incoming support tickets and deliver first-tier platform support handling the initial research, troubleshooting, and resolution of customer issues.
- Proactively addresses issues with team members and other leaders before they escalate.
- Meet and strive to exceed company retention and customer satisfaction goals.Handle special projects or requests from Customer Success team.
- Stays up to date on industry best practices.
What You Bring:
- Proficient English both written and verbal
- Need to have finished or be completing a college degree in a technical field
- Has at least 1 year of experience in front-line technical support or customer service roles at a SaaS company
- Knowledge and experience with HTML, CSS, JavaScript, PHP, Python, and MySQL
- Knowledge and experience working with third-party systems via APIs (Salesforce, NationBuilder, MailChimp, or similar systems), SSO, File Transfer
- Has experience with a ticketing solution at a user, manager and admin level (ZenDesk, Atlassian, JIRA, etc.)
- Has worked directly with product and engineering teams to help prioritize tickets and influence product strategy
- Strong analytical skills to review data and utilize it to better understand customer and team challenges
- Strong troubleshooting and problem-solving skills
- Exceptional attention to detail
About the Professional Services Team
- We’re responsible for ensuring that clients have an amazing experience being onboarded and trained on Quorum software platforms.
- We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space.
- We are dedicated to every user’s success and address challenges quickly and creatively.
- We provide managed services to help our customers leverage the investment in our software.
- We provide technical services to integrate data between our customers applications and their Quorum software.
- We take pride in developing personal relationships with our users and our team.
- We regularly support one another to ensure the success of our team and our clients.
- We’re very close as a company—we work together, hang out together, and we value each others’ ideas and input.
Our Work Environment
We are a remote-first team with flexible work options: work remotely, or you may choose to come into our office in Belo Horizonte.
Our team loves to spend time doing fun things outside of the office - both together and remote, which we call Quorum Fun events. Past Quorum Fun events have included apple picking, yoga, virtual art classes and wine tasting.
Do you want to learn what it’s like to have a real impact at a fast-growing company that is changing the way the advocacy process works? If so, drop us a line. We’d love to talk to you!
Please note: This is a full time CLT Opportunity.
Benefits
- Flexible Paid Time Off
- Standard Brazil holidays plus additional company-wide days off for team members to rest and recharge
- Free Subscription to the Calm App
- Free Subscription to Linkedin Learning to support professional development
- Invest in Yourself Days - one designated day per quarter is dedicated to your professional development!
- Monthly Work from Home Stipend
- Mental and Dental Care by SulAmérica
- Virtual and in-person team events
- Mental Health stipend
- Alelo Food Voucher
- In company English classes
- Inclusion & Diversity Affinity Groups to support belonging
- 12 weeks of paid parental leave
For any questions regarding any open roles on our team, please reach out to [email protected].
We comply with all requirements for US government federal contractors issued by the OFCCP, IFR, and the terms of our government contracts.
EEO/AA/F/M/Vet/Disabled
