Client Support Specialist I

Title: EA-Client Support Specialist I

Location: Remote-US-District of Columbia

Job Description:

US Salary: $58,700

 

About Us

 

NGP VAN is the winningest technology platform in the history of democratic and progressive causes, working tirelessly to innovate and advance the technology our clients rely on to bolster our democracy. We help power the trailblazers, campaigners, and advocates fighting up and down the ticket for equality, racial justice, reproductive freedom, democracy, climate reform, and more— including the national Democratic committees and progressive organizations, thousands of Democratic campaigns, hundreds of labor unions, advocacy organizations, progressive and non-partisan PACs, and other organizations.

 

About the Role

 

As a member of the NGP VAN Support team, you will serve on the front line of support for Democratic campaigns, parties, PACs, and progressive organizations. Not only will you be supporting Democrats and progressives with your exceptional customer service skills, butyou’llalso be getting new customers up and running with our tools.  Our staffaren’tjust people who dosupport,they are expert practitioners who make sure our clients are able toaccomplishtheir goals.  Social mission is at the core of what we do, andwe'relooking for people who love our clients (and their causes) as much as we do.  

 

This is an entry-level role, withhigh expectationsfor responsiveness, empathy, and consistent knowledge development.

 

Essential Position Duties and Responsibilities:

• Providetimelyresponses to inbound support requests with positivity and user empathy

• Triageand resolve client issues through collaboration with sales, product, data, and/or engineering team

• Knowledge of primary business line/can support Digital at basic level

• Escalates complex or urgent issues according to documented protocols​

• Takes direction from Leadership to meet team claiming standards

• Utilizes internal documentation to deliver accurate support

• Maintains detailed records of client interactions and resolutions

• Participates in team meetings and skills trainings

 

Requirements

• You have a demonstrated and passionate interest in Democratic + progressive politics and ideals, are good with technology, and are willing to work with lots of different organizations who need our help.

• You have at leastoneyear ofexperience working with compliance, fundraising, and/or email tools, for political campaigns,unionsor nonprofits.

• You have used NGP8,EveryAction,VANorVoteBuilder (or their competitors) as part of your day-to-day responsibilities, either administering other users or playing a leadership role in a campaign or organization.

• You have excellent oral and written communicationskills, andstrong critical thinking, logical problem-solving ability, and a willingness to learn.

• You have a professional phone manner and undying patience, and proven ability to self-motivate anddemonstratedwork ethic

• You’redetail-oriented, great at following up anddon’tlet things slip through the cracks

• Previousexperience teaching or training, including activities such as mentoring, tutoring and/or software support.

• You have a demonstrated history of being a team player.

• Experience in customer relations or an equivalent field, though not, is valued.

 

Bonus Points

• Previous experience teaching or training, including activities such as mentoring, tutoring and/or software support.

• Experience in customer relations or an equivalent field, though not required, is valued;

• You have used NGP Classic or NGP7 as part of your day-to-day responsibilities.

• You have experience using the Mobilize platform.

 

This position is part of a bargaining unit represented by CWA Local 1400, 2336 or 13000.

 

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

 

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Our Culture

At NGP VAN, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

 

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

 

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of NGP VAN's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

 

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Equal Opportunity & Accommodations

At NGP VAN, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

 

If you require a reasonable accommodation during the application process, please submit a request.