PERSONIFY AND OUR PHILOSOPHY 

When work is challenging and rewarding it shouldn't feel like work. Careers should be fulfilling!

We all want to know and feel that we're contributing and being acknowledged and rewarded for our work. We also want work/life balance, flexible and fun work environments, and a team with whom we enjoy working and playing hard.

We're growing! And we're looking for talented people to join our team. Personify is one of the most diversified and fastest growing providers of technology solutions to the association, chamber, nonprofit, higher education and corporate markets. Our platform of integrated software solutions enables our clients to fulfill their important missions by acquiring, engaging, and retaining organization members, charitable donors, event attendees and more.

Personify is large enough to set the industry standard for quality products, client support and growth, yet we still have that entrepreneurial spirit. We love new people, new thinking, and better ways of doing things. And we operate in diverse, growing, dynamic cities: Austin, Atlanta and Toronto. Take control of the wheel, shift your career into a higher gear, and enjoy the ride!

WHAT IS THE ROLE?

We're looking for that rare individual who is technically in-the-know and an excellent communicator to join our team as a Product Expert. This role will be responsible for supporting our Oasis AMS, Atlas AMS, and ePly products and customers, learning each on a rotational basis.

You will be a key player in establishing and maintaining customer expectations, providing assistance for our products, and providing feedback and input for product enhancements. You must love speaking with people, trouble-shooting and problem-solving. Equally, you must have the ability to listen and respond in a professional, approachable manner. Your role is vital to the success of our organization on a daily basis. Although Product Experts are not developers, a solid understanding of technology, HTML, CSS, and SQL will certainly assist you in this role. WHAT YOU'LL BE WORKING ON:

• Providing front line support through multiple channels including phone, chat, and tickets from our customer service system (Zendesk)
• Troubleshooting various technical issues while assisting customers in the effective use of our products
• Proactively work to prevent future customer issues through attention to detail when working on current issues
• Communicate with genuine empathy and a sense of urgency
• Gain and demonstrate ongoing process and product knowledge
• Be the liaison for customers on any new product offerings and updates
• Ability to defuse escalated customers and create appropriate resolutions for their issues
• Escalate customer issues to appropriate team (when necessary) with a clear handoff; providing sufficient details while communicating to internal and external stakeholders
• Maintain company standards for quality and customer satisfaction
• Consistently providing a shockingly refreshing experience
• Other related tasks as assigned

DO YOU HAVE WHAT IT TAKES?

• 6 months of relevant business experience
• Above average customer service skills
• Above average multitasking skills
• Superior communication and people skills
• Ability to receive feedback and make appropriate adjustments
• Ability to self-manage and coordinate multiple ongoing tasks
• Ability to take ownership of tasks and adhere to deadlines
• Ability to follow attendance policy and adhere to set schedule
• Desire and willingness to learn every day
• Previous SaaS experience (preferred)

Finally, consider the following:

• If your idea of a fun job is starched shirts and cubicles, this may not be the job for you.
• Do you value working in a fun, innovative and casual professional environment?
• Do you want to work with exceptionally smart and talented individuals and have the opportunity to play a critical role in building a successful business?

Personify is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics. 

If you are fulfilled by empowering organizations that are trying to make a difference in the world and enjoy a work environment where your co-workers have your back and transparency is a must, Personify might just be the place for you!