Handshake · 4 months ago
Handshake AI Fellow Experience Specialist, Contract
United States
Contract
Remote
Entry Level
$20/hr - $30/hr
1+ years expHandshake is a career network for the AI economy, connecting knowledge workers with educational institutions and employers. They are seeking a Handshake AI Support Specialist to provide payments, contracts, and general support to their Handshake MOVE Fellows, contributing to a seamless experience and improving the Handshake AI experience.
College RecruitingData Collection and LabelingEmploymentHuman ResourcesRecruiting
No H1B
Responsibilities
Provide amazing email, zoom, and/or phone support to Handshake MOVE Fellows via email, internal ticketing systems, and other channels
Resolving questions and disputes, removing or updating contracts reporting bugs, sharing feedback, and other general inquiries
Handling up to 75-100 tickets per day
Working on priority initiatives or improving business process
Attending team meetings (1-3 per week)
Completing administrative tasks (emails, checking daily announcements, training, etc.)
Building and troubleshooting custom reports using Big Query, SQL, Google Sheets, and/or Looker
Maintaining a standard level of excellence in regards to response times, resolution times, equal share of queue, and the quality of the customer support experience
Utilizing internal tools to manage issues between Operations, Finance, Product, Engineering, Project, and Support teams
Analyzing common issues that Fellows have and coordinating with our Product and Ops teams to ideate and implement solutions
Qualification
Required
1 - 3 years of support, Sales Development Representative or similar experience
Experience with or strong aptitude to quickly learn Big Query, SQL, Google Sheets advanced formulas and analysis, and Looker to pull payment and project data and compare with our tracking systems
Excited to approach new challenges and have a high bar for personal excellence
Ability to learn technical tools and concepts quickly
Comfort with change and ambiguity. We're a growing startup and always refining processes, tools, etc!
Connects with teammates and actively builds a sense of community on the Handshake AI and Support teams. Collaborates with manager and colleagues and team on daily or weekly guidance on ticket workflows and prioritization
Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language
Ability to maintain or exceed ticket and quality goals. High level of self accountability and integrity for processes and metrics
Desire to help give people the chance to build the career they want, no matter where they're from or what school they attend
A strong sense of empathy with users of our products and cross functional partners
High attention to detail and ability to troubleshoot with limited information and a clear plan of action
Retains knowledge, shows ability to partially solve issues independently, and asks questions to increase personal knowledge. Isn't afraid to do independent research on third party tools and systems to find answers
Positive, eager to learn, utilizes resources, takes and gives feedback, connects with support team and key cross team stakeholders
Eagerness to contribute to and help build a diverse and inclusive team and exhibit these values internally and externally with customers or users
Can provide a regular schedule to provide consistent assistance to users. Based in the U.S. and is not a current student
Preferred
Big Query, SQL, Google Sheets/Excel, Deel, and/or Hubstaff experience
ZenDesk experience
AI/LLM usage and training Experience
Programming, IT, data analysis or computer science courses, major or certifications
FinTech customer service experience
Previous experience working in an Enterprise SaaS Customer Support team at a fast-paced startup or hypergrowth tech company, or customer focused position involving technical knowledge of a company's products and services
Relevant experience in cross - functional communication or close partnerships with various teams (Success, Sales, Product etc)
Company
Handshake
Handshake is a college career network that helps students and recent graduates find their next opportunity.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$434MKey Investors
Notable CapitalEQT VenturesSpark Capital
2022-01-19Series F· $200M
2021-05-12Series E· $80M
2020-10-20Series D· $80M
Leadership Team
Garrett Lord
CEO - Co-Founder
Ben Christensen
Co-Founder
Recent News
Company data provided by crunchbase