September 16, 2024

Altruistiq

San José

Junior Technical Support Specialist

Altruistiq's software solution delivers sustainability intelligence and real corporate impact in carbon reduction and beyond for large businesses that see more than 'just' reporting as the goal.
Altruistiq empowers businesses with the technology to automate sustainability data measurement, management and exchange - with unparalleled accuracy and ease. We believe that sustainability is the corporate world's biggest data challenge. Our mission is to enable businesses to do more of what is measurably good, driven by data and impact intelligence. Read about our latest investment below:
https://www.eu-startups.com/2022/07/london-based-altruistiq-raises-e17-6-million-for-its-climate-tech-software/
The role: The Junior Technical Support Specialist role is an entry level position that requires strong communication & organisational skills, a willingness to up-skill and learn and an investigative mindset. The Junior Technical Support Specialist will sit within our Customer Success function, which is focused on educating and supporting our customers as well as our internal users.
The ideal candidate will be keen to get into the detail of technical issues, be excellent at managing multiple ongoing support tasks and be keen to learn and subsequently educate customers about Altruistiq's product.
This is an entry level role where prior technical support experience is not required but evidence of the highlighted skills is a must.
Responsibilities:
Key responsibilities for this role are:

Troubleshooting and investigating bugs reported in the platform before passing these on to a Engineers for complete resolution.
Support internal team mates with process and technical product requests - you'll become a knowledge hub for how the product functions (cross-team collaboration will be frequent).
Support Altruistiq's customers with technical queries asked through the Altruistiq app. Our goal is to ensure customers are left with no questions about how to get value from our product and progress their sustainability journey.
Ensuring customers have a smooth journey whilst using our product and support services.
Support with the creation and development of Altruistiq's Help Centre, by writing, reviewing and coordinating with other team members on content.

About you: We believe the successful candidate will demonstrate the following skills:
Investigative Mindset

Demonstrate a pro-active approach to solving problems and investigating issues, not afraid to get into the weeds of issues.
Willingness to up-skill on how Altruistiq's product works and become a centre for product knowledge.
Keen eye for detail.

Confident and Effective Communicator

Evidence of communicating technical issues to a non-technical audience.
Strong written communication skills, translating user processes into written guidance for users of all abilities.
Positive and helpful nature, enthused by helping our customers.

Excellent multitasker

Confident at handling multiple ongoing support tasks at once.
Calm whilst working in a fast moving, KPI driven environment.
Excited to learn and solve new problems.

Process-driven mindset

Thrives on efficiency! Pro-active in identifying and suggesting new and improved ways of working.
Confident to bring new ideas to the team, we are always looking to be better and are continually experimenting with new ways of working.

Interview Process:
The interview process will consist of 3 interviews with various Altruistiq team members.

The first will be a role-fit interview with the Customer Success team plus someone from a technical team we work closely with. During this time we will test whether you can demonstrate the relevant skills required for the role.
The second will be a cultural fit interview, this will be with some of the Data Engineers or Developers you would work with on a day to day basis. This is equally as important as your technical skills!
The third will include one of our Product Managers, this final interview will be to find out more about you, what else you could bring to the team and ultimately whether you are a great fit for Altruistiq.

Throughout the whole process you'll have the opportunity to ask us as many questions as you like, we want to make sure we are the right fit for you too!
Our benefits include:

Equity, we believe our team should all have a stake in the company we're building.
A supportive culture to help you learn and develop into a better version of yourself, including a learning & development budget and policy.
Competitive compensation package.
Private health and dental insurance for you and your partner/family.
Generous pension contribution.
Unlimited holiday policy.
Flexible working, remote-first, with allowance to join a shared working space where you live.
Health & wellness budget, cycle scheme.
Team offsites, and annual events to spend time together as a team.
Work in a diverse, feedback-driven organisation, decentralised decision making enabling everyone to weigh in, offering lots of freedom, impact as well as responsibility.

At Altruistiq we believe a diverse team is a better team.
We welcome you to apply, and if there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace. If there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch.