About The Organization
Founded and operated by former election officials, KNOWiNK provides a proven solution rooted in knowledge gained from our extensive experience as former election officials and from working with and listening to elections authorities across the country. We are committed to growing to meet evolving needs and helping achieve the vision of individual jurisdictions to modernize elections with best-in-class technology. Therefore, KNOWiNK is in a perpetual state of development to enhance the overall election experience for voters, and everyone involved with running elections. Our top priority is to continue advancing the election process to make voting easier for workers and voters alike.
Responsibilities
Job Description:
- Overall success of assigned state elections
- Provide first in class client service to ensure high quality and client retention
- Supports clients through their election cycle by communicating new features, best practices and troubleshooting guides.
- Assist clients with elections build and provide material to clients for testing
- Conducts quarterly statewide webinars.
- Evaluated client need for training and election service support.
- Communicate expectations with client to meet election deliverables
- Access client risk, tracks risk and escalate issues to appropriate departments
- Responsible for building client relationships that include that semi annal in person visits, quarterly virtual check ins and monthly email campaign and weekly monitoring of tickets.
- Conduct post-election debriefs to summarize successes and opportunities
- Expected to respond to client email with the hour and phone calls within 15 minutes of missed or voicemail and document the actions and resolutions in Zendesk
- Resolved of client issues within 24 hours or escalated to leadership
- Expected to update Monday.com election planning boards daily
- Performs other duties as assigned
Required Skills/Abilities
- Knowledge and experience with the election industry or government preferred, but not required
- Working knowledge of Microsoft Office Suite, Dropbox, Google drives, Gmail and basic CRM management; Zendesk, Monday.com and HubSpot preferred
- Ability to multi-task and thrive in a fast-paced, growing company environment.
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Solid analytical and problem-solving skills.
- Time management skills to meet strict deadlines (i.e., can’t change election date)
- Strong attention to details and accuracy
- Willingness to work non-traditional hours (early morning, late evenings), as required
- Travel up to 25% of the time.
Education And Experience
- Bachelor’s degree or equivalent experience
- 1 Year in a technical support field preferred but not required.
- 3+ years of experience in client service, 1 year account manager preferred.
- Experience in Elections or the Government sector a plus.
Physical, Mental, And Environmental Demands
- Must be capable of working remotely in a collaborative environment to achieve business and departmental objectives.
- Must be comfortable in a position which requires working exclusively on a computer for most of the day
- Must be capable of maintaining mental focus, attentiveness to fine detail, and workflow process for long periods of time
- Must be prepared to have critical conversations with internal and external clients in a daily basis
KNOWiNK provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, KNOWiNK complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
KNOWiNK expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of KNOWiNK employees to perform their job duties may result in discipline up to and including discharge.
