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Team Support Specialist

Company: Scrum Alliance
Location: Westminster
Posted on: July 14, 2019

Job Description:

Position: Team Support Specialist Level: Entry-Level to Mid-Level Location: Westminster, Colorado About Scrum Alliance Founded in 2001, Scrum Alliance-- is the largest, most established and influential professional membership and certification organization in the Agile community. Our nonprofit association has certified more than 750,000 practitioners worldwide. Our vision is to "Transform the World of Work" with a mission to guide and inspire individuals, leaders, and organizations with practices, principles, and values that create workplaces that are joyful, prosperous, and sustainable starting with our own Learn more about us at scrumalliance.org Job Summary In this role, the individual will be responsible for overseeing customer support and organizational information; resolving website, account, and service problems. The individual will be part of a cross-functional team and will be involved in a variety of tasks. Responsibilities Deliver world-class level service to all members, certification holders, stakeholders, potential members, and more. Provides valuable insight from the customer's perspective to the cross-functional team they're a member of. Provides answers to members by identifying problems; researching answers; guiding member through corrective steps. Maintains member records by updating account information. Resolves product or membership/certification problems by clarifying the customer's questions; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Improves and updates Help Center articles Improves system performance by identifying trends and communicating issues to appropriate staff. Create and continually update customer service documentation. Responsible for managing tools (ZenDesk, Phone, Email, chat, etc.) that the Global Engagement team uses which includes working with IT on bugs or issues, setting admin privileges, and arranging necessary training. Work with other Scrum Alliance staff to improve customers overall experience. Assists other cross-functional team members with duties outside of the customer support realm Education and Qualifications Bachelor's degree or 4 more years of relevant experience 3-5 years of experience Excellent communications skills - verbal and written Strong problem solving and critical thinking skills Strong listening skills Strong research skills Customer patience and empathy Strong customer service phone skills Zendesk experience preferred PC and Mac Proficiency Website and bug problem solving Proven success working with self-directed, virtual team members Basic familiarity with Scrum/Agile Personal Characteristics The successful candidate will be: Committed to and enthusiastic about the core Scrum values: Courage, Focus, Openness, Respect, and Commitment Able to see the big picture and execute on the detail Work collaboratively and productively with a diverse team, some members of which are virtual Resourceful and time efficient Highly organized and detail oriented Committed to team/organization success Client-centric, seeing both staff and members as their clients Patient with excellent interpersonal skills Positive, with a "can do" attitude Ability to adapt to rapid changes Physical Demands This is a largely sedentary role so must be able to sit for long periods of time without problems Normal sitting and standing activities for an office environment are required. General mobility to move through the facility, attend and participate in meetings. Must be able to have a repetitive arm, wrist, hand and/or finger movement to type and work on the computer for a prolonged period of time Ability to use close vision and ability to focus including but not limited to reading/proofing various materials, and looking at a computer screen Ability to operate general office and communication equipment (phone, computer, copier, etc.). The position may require the ability to lift 0-50lbs. How to Apply Qualified candidates should apply by email to careersscrumalliance.org. Please submit your cover letter, resume, and salary requirements. Submissions which do not follow the above instructions will not be considered as applicants. Due to the high volume of resumes received by Scrum Alliance, only those selected for interviews will be contacted. Please, NO PHONE CALLS in reference to this position.

Keywords: Scrum Alliance, Denver , Team Support Specialist, Other , Westminster, Colorado

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