Falling Colors is looking for a support desk and communications specialist!

We design and build custom software solutions. Many of our clients are in the public/non-profit sector, with focuses like behavioral and mental health, child welfare, and community outreach.

 

Our Support Desk Specialist will provide first-level application support to our users. They will work with our existing Support Desk staff, User Experience Team, and Development Team to triage, problem-solve, and reply to incoming support requests. This position requires both technical problem-solving and customer-oriented communication.

Falling Colors

Falling Colors is a small (~20 person) company, women-owned and women-founded. We are a diverse and open-minded team, with a mix of genders, ethnicities, and interests. We have parents and non-parents, self-taught and formally educated folk, introverts and extroverts, semi-professional ballroom dancers and golfers, gardeners, soft-ball players, and VR hobbyists.

 

As a company, we value using our skills and time to improve the world around us — from behavioral health care to local educational opportunities. As a team, we strive to be kind, support each other, and work together, stepping forward to handle all the exciting things that get thrown our way.

 

We are located in Santa Fe, New Mexico, with offices in Denver, Philadelphia, and New York. For this position, we prefer local (to Santa Fe) candidates, but are happy to discuss remote or semi-remote options.

Responsibilities

– Provide technical assistance and support for incoming queries and issues.
– Interact with users to clearly understand the nature of their problem.
– Walk customers through problem-solving processes.
– Track and Properly Escalate tickets to the next level of support.
– Follow up with customers, provide feedback, and see issues through to resolution.
– Utilize excellent customer service skills and exceed customers’ expectations.
– Ensure proper recording, documentation, and ticket closure.
– Recommend procedure modifications or improvements.
– Preserve and grow your knowledge of Support procedures, products, and services.
– Perform related duties as assigned by Supervisors.
– Maintain compliance with all company Policies and Procedures.

The Must Haves

– Strong verbal and written communication skills.
– Computer proficiency.
– Critical thinking skills — the ability to understand a problem, troubleshoot possible answers, and explain the correct solution.
– Attention to detail with the ability to follow-through on tasks until completed.
– The ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
– Ability to work independently while following guidelines
– High school diploma or GED
– Adaptability – we are a small company and need people who can step up to solve a variety of problems
– Kindness — we work closely with each other, and are building a team that is supportive and fun to work with

The Good to Haves

– Associate or Bachelor’s degree
– Experience working with Support Desk software (FreshDesk)
– Experience in other Customer Service environments

The Bonus Stuff

– Experience with healthcare, especially behavioral health
– Experience with financial management
– Experience with software testing or development

Benefits

We offer flexible work hours, competitive salaries, professional growth opportunities, volunteering time, a generous 401K, and health, vision, and dental. Our office is filled with sunlight, plants, and pretty good snacks.

What Next?

If you think this sounds like it could be you, we encourage you to apply. We don’t expect anyone to have all of the things we’re looking for, and we’re always happy to have a conversation.

 

To apply, please send your resume and a cover letter to apply at falling colors dot com. We look forward to getting your application!

Number of positions avilable: 1
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. We are not currently able to offer visa sponsorship or support.
Send Resumes to 'apply at fallingcolors dot com'. Include the position title as your subject line in the email.