Career Opportunity: Support Team Member Role
Make a Lasting Impact in Fine Arts Education, Join Our Talented Team!
CutTime seeks a highly passionate customer experience oriented professional to join our support team. This person will reply to customer inquiries through email, chat, and phone with cross training for three software platforms (CutTime, SimpleRaise, and TexasMusicForms), connecting with developers to resolve issues and report bugs, report feedback, and will help with maintaining up to date support help articles. The ideal candidate will be a highly motivated individual who can operate effectively in a fast-paced, dynamic environment with cross-functional collaboration. We are looking for someone who wants make a positive impact on others and is eager to learn new skills to get the job done.
This full-time position reports to the customer support manager and is 100% work from home conditions within the USA.
About Us
CutTime is a cloud based software-as-a-service (SaaS) platform built specifically for K–12 fine arts programs, serving teachers, administrators, boosters, and support staff. Our platform allows programs to manage all of the administrative aspects of their program, from communication and inventory to fundraising and finances. As a leader in K-12 fine arts program management software, we’re committed to delivering a high-quality product that continues to innovate and adapt to the needs of our users.
We are a small business made up of passionate people, who are dedicated to helping our clients — people who are just as committed to serving their own programs. Because our products evolve rapidly, our understanding and best practices around them evolve accordingly. Candidates should have a "self-starter" attitude and be consistently eager to learn new things.
Key Responsibilities:
In this role your duties will span the following areas:
Customer Support: Email, Chat, Phone, and Video Calls
- Live chat with customers using our in-webpage chat functionality
- Respond and reach out to customers with email support within 24 hours
- Answer phone calls related to customer support
- Offer video call support for customers who need additional assistance
- Provide demo video calls to help customers onboard
- Be available to provide more in-depth training through video call or in person
- Assist with TSSEC event support during the festival season
- Provide assistance to development for testing as needed
- Connect with the billing department for any billing issues
- Direct customers to the compliance team for any data privacy concerns or vendor approval
Feedback and Bug Reporting
- Report positive and negative feedback from customers
- Report any bugs within CutTime, SimpleRaise, or TexasMusicForms platforms
- Respond to customers once those issues have been resolved
- Meet with developers to advocate for customer requested enhancements and features
Help Document Maintenance
- Be responsible for updating a set of help documents for CutTime, SimpleRaise, and/or TexasMusicForms
- When changes are made to the platforms, notate those changes in the documents related to those pages or functions within the system(s).
- Adding appropriate tags for searching capabilities
- Indicating related help articles for better customer navigation of the help documents
- Review documents that have not been updated within 60 days for any possible changes
Qualifications:
- Bachelor’s degree.
- Fine Arts background or Fine Arts Education background preferred.
- Familiarity with HelpScout and CRM systems like HubSpot preferred.
- Demonstrated experience serving customers with excellence and positivity.
- Exceptional written and verbal communication skills; able to communicate complex issues clearly to technical and non-technical audiences.
- Proven ability to operate effectively in a fast-paced, dynamic environment with cross-functional collaboration.
Compensation:
$48,000 - $53,000/year depending on experience level and track record
We offer a competitive benefits package (including HRA plan, Life and STD; 401(k) Plan with employer match; Paid Holidays and 2 weeks PTO)
Application and Hiring Process
Applicants must be legally authorized to work in the United States. Qualified applicants with proof of U.S. citizenship or established work visa are invited to apply for this position using our initial application form.
Once submitted, your initial application will be reviewed and you will receive a notification to provide us with your resume/CV for interview consideration. All interviews to be conducted virtually. Final hiring offer contingent on successful background check and proof of work eligibility status.
CutTime, LLC is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace and we do not tolerate discrimination in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.
