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 Senior Product Support Associate to join our Implementation and Product Support team. The Senior Product Support Associate is responsible for ensuring our users have an excellent support experience while using our technology and communicating urgency/priority to internal teams to deliver high quality support. The role requires troubleshooting customer issues for tickets as well as ensuring clear communication to all parties. The Senior Product Support Associate is the first escalation point for support tickets that need investigation, requiring strong communication skills with customers and an expert knowledge of the NowPow Product. The role also requires detailed knowledge of NowPow’s configurations, backend set-up, integrations, and workflows.

Primary responsibilities include: Investigating issues, interfacing with customers, resolving customer issues, communicating priority items to product and engineering teams, and serving as escalation point for Product Support Associate in troubleshooting user issues.

Key Responsibilities:

• Provide answers to clients by guiding them through corrective steps
• Troubleshoot and resolve tickets from customers; investigate issues and escalate to the Engineering team as needed
• Seek opportunities for improved customer experience by identifying trends in issues and suggesting improvements to processes, policies, and product
• Research issues by collaborating with other internal resources when a solution is not readily available
• Translate technical information and data into customer-friendly language, communicate resolutions with clear, concise, and empathetic language
• Accomplish organization’s mission by creating an industry-leading product support experience for clients
• Support our integrated customers by leading maintenance testing and troubleshooting calls
• Participate in the on-call rotation schedule for premium support customers
• Additional responsibilities as assigned

Required Qualifications:

• Bachelor’s degree or equivalent experience
• 2-4 years of customer service and/or technology experience
• Strong analytical and problem-solving skills
• 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
• Commitment to social impact initiatives and helping underserved communities

Preferred Qualifications:

• Experience working in TeamSupport or other customer support software
• SQL experience and familiarity with databases

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.