Technical Support Specialist- Tier 1
VirtuousPhoenix, Arizona, United States
Posted February 20, 2026
Full Time
About the Company
Virtuous is a comprehensive nonprofit CRM platform designed to enhance donor engagement and retention. By unifying fundraising, marketing, and donor development activities into one streamlined solution, Virtuous empowers nonprofits to deliver dynamic campaigns and gain valuable insights. Its unique approach sets it apart in the industry by eliminating redundant tasks and focusing on creating responsive donor experiences at scale.
Job Description
Virtuous is seeking a Technical Support Specialist to join their Tier 1 team, providing exceptional customer service and support to customers. The ideal candidate will have 2+ years of B2B SaaS Technical Support experience, experience with CRM systems, and a strong analytical mindset.
Requirements
- Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
- Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
- Innovation is key. It's necessary to propose creative solution(s) to help customers accomplish tasks.
- Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience.
- Adapt to new challenges and responsibilities as they arise in a dynamic work environment.
Benefits
- Market competitive pay
- Employee recognition through Bonusly
- 401(k) retirement plan with company matching
- Unlimited PTO
- Supportive time off including paid volunteer days and company holidays
- Employer-contributed healthcare benefits
- 12 weeks primary parent leave, 4 weeks secondary parent leave
