Associate Support Specialist

Join Us at Gloo: Connecting the Faith Ecosystem with Advanced Technologies
At Gloo, we believe that a connected and thriving faith community can change the world, one life at a time. We recognize the faith ecosystem is broad and diverse. It includes churches, parachurch ministries and thousands of non-faith based organizations committed to advancing the flourishing of people. Our purpose is simple yet profound: to release the passion in every person to be all they were created to be.
We are a mission-driven organization, guided by four core principles:

• Shape Technology for Good: Whether it's AI tools, dashboards, or communication tools, we empower leaders with values-aligned solutions that amplify their missional impact.
• Serve Those Who Serve: From pastors and donors to network leaders and content creators-we're passionate about providing technology that helps them do more of what they are called to do.
• Release Collective Strength: We connect the diverse faith ecosystem-churches, parachurch ministries and thousands of non-faith based organizations committed to advancing the flourishing of people-so they can achieve more together than they could alone.
• Enable Trusted Exchange: Trust is the foundation of a connected faith community. We enable transparency, digital rights management, and simplicity to foster confident collaboration.

We are looking for talented, purpose-driven individuals to join our team as we create innovative technology solutions that inspire and empower people to release the passion in every person, including you, to be all they were created to be. If you're ready to make an impact with your talents and skills toward this purpose, we'd love to hear from you!
The Opportunity:
Gloo's Associate Support Specialist is a vital member of the team. You are at the forefront of customer service, providing exceptional support for Gloo applications. Your responsibilities will include not only solving basic technical issues such as password resets, but also educating customers about product features and functionality. You should possess a strong technical aptitude and be adept at troubleshooting software and technology systems. In addition, you must possess excellent communication skills and be committed to delivering unparalleled customer service to ensure customer satisfaction. This role is hybrid based in our Orlando, FL office.
The Team:
Gloo360 is the premier managed services provider (MSP) division of Gloo dedicated to delivering comprehensive technology and operational support to non-profit organizations and mission-driven enterprises. We are passionate about providing exceptional customer service and helping everyone in need, whether they are customers or teammates. As the voice of Gloo, our Support Specialists play a critical role in helping customers achieve personal growth through our products. We believe that simple solutions can come from even the most complex problems and we want you to share in our vision of creating an exceptional customer experience.
What You'll Be Doing:

• Providing timely and accurate responses to customer queries via email or chat
• Identifying customer needs and helping them utilize specific features within all of Gloo's product offerings
• Updating internal records with information about technical issues (tickets) and useful discussions with customers (product feedback)
• Sharing feature requests and effective workarounds with team members
• Informing customers about new product features and functionalities
• Following up with customers to ensure their technical issues are resolved
• Gathering customer feedback and sharing it with our Product, Sales and Marketing teams
• Building trust with customers and establishing positive relationships
• Assisting customers with solving problems and providing effective solutions
• Reporting and escalating common product and service complaints to the appropriate teams
• Helping customers make the most of Gloo's various features and capabilities.
• Documenting steps to reproduce customer issues for Support Engineering
• Creating and updating customer-facing knowledge base articles

What We're Looking For:

• Bachelor's degree preferred
• Excellent written and verbal communication skills
• 0-2 years of experience in Support Specialist roles
• Familiarity with the industry
• Proficiency in help desk software and remote support tools- Intercom and Github experience are a bonus
• Understanding of how CRM systems work- Hubspot experience is a bonus
• Strong problem-solving skills and ability to handle tough cases with patience
• Excellent multitasking abilities
• Commitment to a 40-hour work week, inclusive of one weekend day (ex. Sunday-Thursday / Tuesday-Saturday)

Compensation: $55,000 - $63,000
Our Team Members Enjoy:

• Compensation and bonus commensurate with experience
• Plenty of time off to keep you balanced
• Medical benefits with multiple plan offerings, HSA contribution, and Dental and Vision plans
• A dynamic, talented team, dedicated to changing the world and building an incredible business
• Onsite and virtual social events to keep us connected in our hybrid work environment
• Headquartered in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails, with dedicated office space in both Orlando, FL and Sewickley, PA.

This job is posted until filled.