MuckRock

Customer Support Specialist

MuckRock

US Locations Only; 100% Remote; Part-Time

March 23, 2022

Job Description

MuckRock is seeking a remote part-time Customer Support Specialist to join the Customer Support Team. The Customer Support Specialist will contribute to our existing customer-obsessed team by efficiently responding to user inquiries via Zendesk, making calls to government agencies, helping troubleshoot a range of technical and logistical questions, and helping maintain our database of agency contacts.

This position requires someone who is highly organized and detail-oriented with great communication skills, both written and over the phone. This applies to internal communication with staff and external communication with agency contacts. Building our agency database requires consistent follow-up and maintaining relationships with records offices, so we need someone who is skilled in persistent yet amicable communication, as well as someone who can learn and explain a wide range of software packages and help identify challenges users are having with software and come up with solutions on the spot.

While the hours are flexible, the majority of this work must be done during regular business hours Monday through Friday. The Customer Support Specialist will also need to be available during established times to check in with staff.

Job Responsibilities



The Customer Support Specialist, who reports to the Customer Support Manager, is responsible for the following:

  • Respond to user inquiries in a timely, helpful, and empathetic way via Zendesk.

  • Make outbound calls to government agencies.

  • Maintain agency contact log.

  • Improve the team’s productivity and efficiency.

  • Share feature requests with team members.

  • Inform users about new features and functionalities.

  • Gather user feedback and share it with the Customer Support Manager.



About MuckRock



Reaching between 40 and 80 million people each month, the MuckRock Foundation builds tools, hosts resources, and cultivates communities that help inform the world about the most urgent issues we face. We’re a fully distributed team with staff in Alabama, Arkansas, Massachusetts, New York, and beyond that encourages cross-disciplinary work and close collaboration. We’re equally interested in the potential and dangers of machine learning while also mastering and reinventing traditional disciplines like public records and reviewing government filings.

Our work has helped expose the COVID-19 death undercount, military gear flowing into police departments and schools, facial recognition software and drones secretly surveilling communities, and thousands of other stories in the public interest, while teaching millions about the power of public records and primary source materials.

Through our MuckRock request platform, we’ve helped file over a hundred thousand records requests all across the United States, while our DocumentCloud platform is used by leading newsrooms around to host, analyze, and share over 130 million pages of primary source materials. We also run FOIA Machine, oTranscribe, and are always looking for the next innovation, editorial partnership, and new insight that will help build a more informed public.

Across our platforms, we reach between 40 and 80 million people each month and are relied upon by over 60,000 users around the world, assisting in both multinational investigative reporting projects and town council beat reporting.


Location: US Locations Only

Qualifications



We are seeking candidates who are customer-obsessed, results-oriented, and have strong time management skills. You should have:

  • Some prior experience in a customer support role or customer service role, ideally with Zendesk.

  • Strong written and verbal communication skills.

  • Two references who have worked with you in some capacity.

This position is remote and part-time at 20 hours per week. Compensation starts at $20.00 per hour and does not include benefits.