Support Specialist at Journalism/Transparency Non-Profit

MuckRock Foundation is a non-profit, collaborative news organization that brings together journalists, researchers, activists, and regular citizens to request, analyze, and share government documents, making politics more transparent and democracy more informed. Our services, including MuckRock, DocumentCloud, FOIA Machine, and more, provide a leading transparency suite used by thousands of newsrooms around the world. Our platform offers tools to help acquire and analyze vital information, as well as a robust repository of hundreds of millions of vetted primary source materials and resources that help everyone understand how to put that information into context. MuckRock's unique form of investigative and accountability journalism has been recognized by the New York Times, The Freedom of the Press Foundation, and hundreds of local and national news outlets for its groundbreaking work in areas such as COVID-19 response, surveillance, and public safety. MuckRock is seeking a full-time Customer Support Specialist to join the Customer Support Team. The Customer Support Specialist will be responsible for solving user inquiries via our customer support platform Zendesk, resolving backend flags to support platform functionality, maintaining an up-to-date database of agency contacts, and creating documentation for both internal and external use. The Customer Support Specialist will also host new user onboarding and training sessions MuckRock's customer support team is unconventional in that the team works directly with government agencies to fulfill public records requests and with MuckRock's users to ensure that our tools and services, which include DocumentCloud, oTranscribe and our authentication service are meeting their needs and expectations. This position requires someone who is highly organized and solution-oriented with great communication skills, both written and verbal. This requirement applies to internal communication with staff and external communication with agency contacts and users. This role reports to the Customer Support Manager. This will be a full-time remote role with an annual salary starting at $45,000 to $60,000, based on experience.

MuckRock Foundation is a non-profit, collaborative news organization that brings together journalists, researchers, activists, and regular citizens to request, analyze, and share government documents, making politics more transparent and democracy more informed.