Troubleshoot Doubleknot application issues, including reporting, system functionality, integrations, and point-of-sale workflows.
Manage customer support cases from initial inquiry through resolution, providing consistent follow-up and clear communication.
Investigate reported issues, gather relevant information, and identify steps needed to reproduce technical problems.
Document troubleshooting findings and escalate issues through appropriate tools and processes, including Jira.
Partner with Engineering and Product teams to investigate product issues, test potential solutions, and communicate customer impact.
Prioritize customer inquiries based on urgency, business impact, and established support expectations.
Help customers understand product functionality and recommended troubleshooting steps.
Maintain accurate case notes, customer communications, and issue documentation.
Review existing support documentation for accuracy and contribute updates when needed.
Identify recurring customer challenges and share feedback that may improve the product or support experience.
Support customer satisfaction initiatives by demonstrating empathy, accountability, and a commitment to resolving issues.
Develop product expertise through training, hands-on troubleshooting, and collaboration with teammates.
What You’ll Bring
Bachelor's degree in Information Systems, Business, or a related field, or equivalent professional experience.
3+ years of customer-facing SaaS technical support experience.
Experience in a customer-facing support role involving software applications, technical troubleshooting, or similar problem-solving responsibilities.
Ability to investigate customer issues, gather relevant information, and communicate findings clearly.
Strong customer service skills, with demonstrated patience, empathy, and professionalism.
Excellent written and verbal communication skills, including the ability to explain technical concepts to nontechnical customers.
Strong organizational skills and the ability to manage multiple customer inquiries while maintaining accurate documentation.
A proactive approach to issue ownership, follow-up, and customer satisfaction.
Ability to collaborate with technical and nontechnical teams to resolve customer concerns.
Willingness to learn new systems, processes, and product functionality.
Bonus Points
Experience supporting SaaS applications or web-based software platforms.
Familiarity with Zendesk, Jira, or comparable ticketing and issue-tracking systems.
Experience documenting technical issues, including steps to reproduce application problems.
Exposure to payment processing, refunds, chargebacks, reconciliation, or point-of-sale systems.
Experience supporting nonprofit organizations, museums, parks, admissions-based organizations, or membership-driven businesses.
Familiarity with HTML or basic web technologies.
Experience reviewing application reports, system configurations, or recurring support trends.
The Company offers a comprehensive employee benefits program, including:
Medical, dental, and vision insurance options
100% Employer paid short/long term disability
Basic Life
401(k) option with 100% company match up to 4%
Flexible paid personal/vacation time built on mutual trust and accountability
10 sick days annually
10 company paid holidays
6 weeks paid parental leave
Pet Insurance
Medical Travel Benefits
Infertility Benefits
Teladoc
Employee Assistance Program
Wellness Benefits & Engagement Platform
Salary Range Disclosure
The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to, location, experience, and performance.
The range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long-term incentives, a flexible paid vacation/personal time policy, parental leave, and more.
Salary Range
$50,000/ year
Inclusion and Diversity
Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. .
Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.
Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.
Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.
To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.
CCPA Disclosure Notice: Click Here
