Community Support Representative
COMMUNITY SUPPORT REPRESENTATIVE
Based in Boulder, Colorado, Scaled Agile’s (www.scaledagile.com) mission is to help large enterprises achieve better outcomes, increase employee engagement, and improve business economics through adoption of Lean-Agile principles and practices based on the Scaled Agile Framework® (SAFe®).
Scaled Agile supports thousands of practitioners of the Framework through training, certification, consulting services, and a global partner network that reaches over 35 countries and 350 cities. As a member of the Pledge 1% corporate philanthropy movement, Scaled Agile contributes to the local community and seeks to inspire and encourage other companies to do the same.
Overview of the position
As a member of our fun and collaborative customer support team (we are not a call center) you will play a direct role in helping our global customers and student members achieve their personal goals of SAFe certification. The Community team provides world class support to both internal and external customers and you will play an integral part in our ongoing success.
What you’ll be doing:
As a member of the Community team, you will be responsible for providing the highest level of customer service and support to our community members by:
- Responding to customer inquiries in a timely and courteous manner via phone and ticketing system
- Training members on Scaled Agile’s Community Platform
- Scheduling exams, surveys, certification results, and related student follow up
- Coordinating and disseminating licensed courseware purchases
- Improving and documenting the Scaled Agile Community operations processes
- Support all Scaled Agile training classes
- Working with the Scaled Agile Partner Development and Sales team to manage and distribute leads
- Fulfilling contracts when new courseware is released
- Maintaining the LMS (Learning Management System) with exam updates, courseware and video learning
- Completing Other Scaled Agile projects as driven by the needs of the business
Skills and Experience needed in order to be successful in this role:
- 2 to 3 years of experience in customer support, preferably in Association or Membership Management Organizations
- Understanding of CRM/ticketing system
- Comfortable using independent judgment to resolve member issues
- Strong computer skills, must be a Mac user
- Knowledge of Excel
- Knowledge of Salesforce a plus
- Must thrive in a high volume environment to meet 24-hour response time
Location: This position is located in our corporate headquarters and training center in Boulder, CO. Why Scaled Agile?
We are a growing organization with a proven revenue model and a serious opportunity to be the global market leader in software and systems development knowledgeware.
This is a place for people who love technology environments, geek out on methodologies and are always thinking about how things can be improved. While we have free snacks and a nice office environment, Foosball and a kegerator are not what we’re about.
We are a group of seasoned professionals and systems thinkers who are passionate about our mission of helping the biggest organizations in the world improve the way they produce software and creating real value. We're profitable, we're agile.
If you are looking for an opportunity to contribute to the direction and success of a vibrant business we'd love to hear from you. Please provide a resume and a few thoughts on why you think you’d be a great fit. (We still read cover letters)