Wide-Ranging Technical Support Role

Start-up Leadership Coaching Company Seeks Technical Support

If you have interest and skills in a lot of areas of technology and don’t want to limit yourself, read on to learn more about our newly created technical support role!  We’re a small, woman-owned revenue generating start-up that launched in 2018 with a mission to develop the next generation of leaders through one-on-one leadership coaching. Our web-based, custom Leadership Coaching Management System can transform the coach and client journey and make coaching more clear, accessible, effective and scalable for coaches, clients and organizations. Our system takes a service that was limited to a few and makes it available to thousands of people.

We’re looking for the right person who will be an integral part of our team, supporting all aspects of our technology, from setting up new users and answering user questions to creating surveys and reports in Qualtrics to furthering the maturity of our Information Security practices and testing new software releases.

You’ll play an integral role in shaping the culture, direction and growth trajectory of an exciting start-up organization. You have the trust of your colleagues to get the job done and deliver against your priorities and the freedom to determine where and how you work. For us, it’s simply about delivering results. The individual who excels in this type of environment will be well-positioned to be an integral part of our product development function.

If that sounds like the type of opportunity you’ve been looking for, Optify might be the place for you. We are looking to fill this important position immediately.

Job Responsibilities

You will work with all members of Optify, from the founders to our developer, as well as having direct customer interaction with coaches, clients and learning and development professionals. You will be responsible for the day-to-day support of the system and, in quick order, should become an expert in its workings from a functional and technical standpoint. As we are a start-up your willingness to be flexible in shaping and evolving your role will be critical.

We use Holacracy as our internal operating system for self-management. This position is remote, so you must have good organization, self-motivation and initiative to be successful. Join our team and reveal your potential!

Responsibilities may include:

User Support

• Problem-solving with users to address questions and issues
• Resolving or shepherding technical issues to resolution in alignment with our customer Service Level Agreements
• Setting up new users on the system, including integrating their accounts with ScheduleOnce scheduling software and video conferencing applications
• Continually refining and improving our service to customers through new processes, education and system enhancements
• Writing knowledge base articles and creating self-service help
• Writing announcements for new feature releases
• Administering personality and leadership assessments for clients

Information Security

• Creating policies, testing and monitoring the system to enhance its security and meet security requirements of customers
• Responding to requests for system security information

Reporting and Data Analysis

• Setting up surveys in Qualtrics and integrating them into the system
• Creating reports and analysis of coaching programs for customers

Testing

• Testing new system enhancements

Business Analysis

• Providing input into enhancements to the system based on direct user interaction
• Evaluating third-party tools to be integrated into our software

You will work independently from your home office with your equipment while still maintaining close contact with the rest of our team via Slack, video conference meetings, phone and email.

Required Skills

• An appreciation of, and alignment with, the mission of Optify
• Three years’ experience in a technical support role with a B2B SaaS product
• Bachelor's Degree in business or technology preferred
• Customer-facing support experience
• Exceptional customer service and problem-solving skills
• Familiarity with SOC2 security requirements
• Experience in survey tools, data analysis and report creation.  Qualtrics is a plus.
• Experience implementing a Knowledge Base for self-service help is a plus

Professional Qualifications

• Willingness to work in a self-managed organization that practices Holacracy as its organizational operating system
• Motivated to take initiative and ownership of self-governed work products and deliverables
• Adept at working independently as well as in a collaborative environment
• Ability to listen to dissenting opinions and work constructively through conflict
• Comfortable dealing with change that is inherent in a start-up environment
• Passion for technology and the positive impact it can have to better the lives of individuals
• Interest in leadership and coaching as a discipline. Familiarity with leadership development and coaching is a plus.

What We Offer:

• Competitive salary commensurate with experience
• The opportunity to work wherever and however you want
• Unlimited vacation
• The opportunity to help shape a start-up organization
• An individual coaching engagement each year for your own professional development

Optify is strongly committed to the principle of diversity in all areas of our work.  Applicants with diverse backgrounds, experiences, abilities, and perspectives are encouraged to apply.