NowPow, whose name is a play on knowledge is power, is a women-owned and led technology business based on Chicago’s south side. NowPow’s multi-sided platform is a personalized community referral management solution that enables care professionals – social workers, physicians, justice workers – to manage and close the loop on health and social service referrals and directly support patients, members, and clients in their own self-care. NowPow helps people get the care they need, whether they are managing chronic health and social conditions or just staying well.

Position Details:

NowPow is seeking a Customer Support Associate to join our Implementation and Product Support team. The Customer Support Associate will be responsible for ensuring our users have an excellent support experience while using our technology. Activities include assisting in new customer onboarding, managing incoming support tickets and requests, updating our resource directory per ticket request, and communicating resolutions to all parties. They will be responsible for troubleshooting questions and issues as they arise from our users, delegating tasks to the appropriate NowPow staff, and communicating updates and resolution with customers.

Primary responsibilities include: Interfacing with customers, resolving customer issues, managing incoming tickets process, and updating the NowPow resource directory per customer request.

Key Responsibilities:

• Manage incoming tickets and respond to requests from NowPow customers and team members through the TeamSupport customer support platform
• Provide answers to clients by guiding them through corrective steps
• Communicate with community organizations to confirm and verify profile information via email and telephone while following specific NowPow resource directory protocols on content and style
• Communicate with concise and clear language while juggling multiple customer support requests at the same time
• Employ strong attention to detail with focus on quality of work
• Improve system performance by recognizing patterns, identifying problems, and recommending changes
• Accomplish organization’s mission by creating an industry-leading product support experience for clients
• Participate in on-call rotation schedule for premium support customers

Required Qualifications:

• Bachelor’s degree or equivalent experience
• 1-3 years of customer service and or technology experience
• An ability to quickly gain in-depth understanding of products and services that our customers are utilizing
• A desire to help and to interface with customers
• Outstanding written and verbal communication skills
• Comfort working in a fast-paced start-up environment
• Ability to work independently under minimal supervision and strong track record of setting and meeting delivery commitments
• Can-do attitude and willingness to work on a dynamic mix of tasks, no matter how big or small
• Strong analytic skills and extremely high attention to detail
• Commitment to social impact initiatives and helping underserved communities

Preferred Qualifications:

• Strong working knowledge of service information standards
• Experience working in TeamSupport or other customer support software is preferred

About NowPow

We work at NowPow because we care! NowPowers are passionate about our mission and are excited about the opportunities and challenges we face. At NowPow, we cultivate a culture of collaboration and respect and where everyone is a valued team member.

Our people and our culture are important to us and make working at NowPow special. We invest in the self-care of our team and provide competitive benefits to support this. We celebrate our successes every week with a company-wide happy hour on Fridays and recognize those who went above and beyond in their work. Outside of work, we have fun through company events such as laser tag, ice skating, and heading to the ballpark for beautiful weather and a baseball game – and we look forward to being able to do so again!

We are looking for highly motivated and hard-working individuals to join our team and help us connect health care to self-care. Please apply now to join our growing team!

Equal Employment Opportunity:

NowPow is an Equal Opportunity Employer. NowPow evaluates applicants for employment on the basis of qualifications, merit, and work-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities and general treatment during employment.