EA-Client Support Specialist I
WFA Digital Insight
As demand for digital solutions in politics grows, companies like NGP VAN are at the forefront. With a 25% increase in digital campaign spending in the last year, the need for skilled support specialists is on the rise. This role offers a unique chance to combine technical skills with a passion for progressive politics. Candidates should be prepared to demonstrate their knowledge of tools like NGP8, EveryAction, or VAN, as well as their ability to work in a fast-paced, dynamic environment. Before applying, consider the importance of empathy and consistent knowledge development in this role.
Job Description
About the Role
The EA-Client Support Specialist I role at NGP VAN is a critical part of the company's mission to empower democratic campaigns and progressive organizations. As a member of the support team, you will be the first point of contact for clients seeking assistance with NGP VAN's tools and services. Your day-to-day responsibilities will include providing timely and effective solutions to client inquiries, collaborating with internal teams to resolve issues, and contributing to the development of internal documentation and knowledge bases.The support team at NGP VAN is dedicated to delivering exceptional customer service and ensuring that clients have the resources they need to achieve their goals. As a specialist, you will be expected to develop a deep understanding of NGP VAN's tools and services, as well as the needs and challenges of the company's clients. You will work closely with the sales, product, data, and engineering teams to resolve complex issues and identify opportunities for improvement.
NGP VAN is committed to fostering an inclusive and equitable culture, and the support team is no exception. As a specialist, you will be expected to embody the company's values of empathy, kindness, and respect in all interactions with clients and colleagues.
What You Will Do
- Provide timely and effective responses to inbound support requests from clients
- Triage and resolve client issues through collaboration with internal teams
- Develop and maintain a deep understanding of NGP VAN's tools and services
- Contribute to the development of internal documentation and knowledge bases
- Participate in team meetings and skills trainings to stay up-to-date on new tools and services
- Maintain detailed records of client interactions and resolutions
- Escalate complex or urgent issues to senior team members or other internal teams as needed
- Collaborate with the sales team to onboard new clients and ensure a smooth transition to the support team
- Identify opportunities for process improvements and contribute to the development of new policies and procedures
What We Are Looking For
- A demonstrated and passionate interest in Democratic and progressive politics
- At least 1 year of experience working with compliance, fundraising, and/or email tools for political campaigns, unions, or non-profits
- Experience with NGP8, EveryAction, VAN, or VoteBuilder (or their competitors)
- Excellent oral and written communication skills
- Strong critical thinking and problem-solving abilities
- A professional phone manner and undying patience
- Proven ability to self-motivate and demonstrate a strong work ethic
- Strong collaboration skills and ability to communicate effectively with internal teams
- Detail-oriented and able to follow up on tasks and projects
- Previous experience teaching or training, including activities such as mentoring, tutoring, and/or software support
Nice to Have
- Experience in customer relations or a related field
- Familiarity with digital marketing tools and platforms
- Knowledge of HTML and CSS
- Experience with project management tools and software
- Certification in a related field (e.g. ITIL, HDI)
Benefits and Perks
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and holidays
- Remote work options and flexible scheduling
- Opportunities for professional development and growth
- Access to cutting-edge tools and technologies
- Collaborative and dynamic work environment
- Mission-driven company with a commitment to social justice and progressive values
How to Stand Out
- Make sure to highlight your experience with NGP8, EveryAction, VAN, or VoteBuilder (or their competitors) in your application and during interviews.
- Demonstrate your passion for Democratic and progressive politics, and be prepared to discuss how your values align with the company's mission.
- Emphasize your excellent communication skills, both written and verbal, and be prepared to provide examples of times when you had to communicate complex technical information to non-technical stakeholders.
- Show that you are proactive and able to self-motivate, and highlight any experience you have with project management tools and software.
- Be prepared to talk about a time when you had to troubleshoot a complex technical issue, and how you went about resolving it.
- Research the company's values and culture, and be prepared to discuss how you embody those values in your own work.
- Don't be afraid to ask questions during the interview process, and make sure to ask about opportunities for growth and professional development within the company.
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