Internal Support at | Powderkeg

Location: Atlanta, GA

Employment Type: Full Time

Experience: Entry Level

At Ninety, we're relentlessly focused on building great companies.

Ninety is an innovative, cloud-based business operating system (BOS) that helps organizations focus, align, and thrive.

Our best-practices based platform not only simplifies the hard work associated with building great organizations, but also organizes, stores and makes easily accessible all of the associated information.

As the Ninety organization continues to experience exceptional growth, we are looking to bring on Internal Support responsible for researching issues the team brings from coaches and clients, being able to get to the root cause, provide solutions, and request product updates to fix long-term. Internal Support reports to the Revenue Operations Lead and is highly motivated to problem solve and navigate uncommon situations that may arise.

To be successful in this role, you must have:

  • A data and research-driven mindset, always eager to get to the root of the issues.
  • Call hours needed for this seat are in the Eastern Time Zone.
  • Ability to learn, adapt, and come up with creative solutions.
  • Ability to work with technical teams (PMs, QA, and engineers) along with strong communication skills with clients, coaches, and internal team members.
  • Exceptional telephone and email skills to deliver news/updates.
  • Ability to work across internal teams and with clients to understand their challenges.
  • Experience in, or are excited to work in a growth-stage environment.
  • Ability to manage time effectively, work independently and be self-motivated.

Your Key Responsibilities:

  • Become an expert in Ninety's tools
    • As an expert in Ninety tools and business concepts, you will deeply understand what our clients are trying to do, the roadblocks they encounter, and how they can navigate around those while we make product improvements.
  • Research inbound requests from the CS team to look at client-facing issues
    • Understand common console errors to provide information and ideas to teams. These can be viewed through our session recording software, FullStory, and directly with clients on a call.
    • Understand our database schema to identify inconsistencies or make updates to users information as needed. We use MongoDB as our database, so as Internal Support you will know how the collections are connected, and appropriate fields for each item.
    • Viewing users sessions to see any UX mistakes and provide examples to PMs.
  • Manage database exports as requested by customers.
  • Help diagnose and reproduce problems to report.
  • Work with PMs, engineers and QA to push urgency and understand UX challenges.
    • Full understanding of the development process and cycle so CS can have input and influence.
  • Be the eyes and ears of our clients - you are their advocate!

What Success Looks Like:

  • Within the first 90 days:
    • Ability to work autonomously in understanding bugs, reporting them, and identifying issues.
    • Understands how the application should function and can identify bugs, user error and data issues.
  • Ability to understand our Mongo database schema, and the impacts of the data on clients.

Preferred Skills:

  • Experience in Relational Databases
  • High level tech support background
  • High fact finder
  • Loves research
  • Comfortable getting in the weeds on problems

About Us as an Employer:

  • Ninety's focus on helping organizations focus, align, and thrive isn't just for our clients. We also believe deeply in helping our employees flourish. At 90, we focus on attracting, developing, and retaining our kind of great people. How?

  • We believe in Work From Anywhere, giving our employees the freedom and flexibility to work from wherever they need to live their best life.

  • As-needed vacation. Don't worry about punching the clock or losing days.

  • Health and Dental insurance with employer contribution toward premiums

  • HSA, FSA, and DCFSA accounts available.

  • Productivity/Wellness allowance.

  • Generous Paid Parental Leave

  • Professional development allowance.

  • Technology allowance.

  • Company gatherings with travel allowance.

  • Why we love doing what we do: Small to midsize businesses are the foundation of almost every healthy community. They provide not just employment but opportunities for people to learn, grow and become leaders who take responsibility for the well-being of the community.

  • Our values:

G​…Get Smart Stuff Done


R​…Resilient ​

I​… Inquisitive​

B​…Best ​

E​…Extra Mile

​​​​​​​The "Seat" we have open

Once we are confident we have someone who is a great core-value fit and well suited for the seat they are in, we provide a high degree of autonomy so they can master their seat leveraging their Unique Abilities™ and then take on more and more responsibility.

If the above sounds appealing to you, we invite you to apply and see if you are well suited to help us help companies achieve real, healthy, and sustainable growth!

Job Summary
  • Job Title
    Internal Support
  • Company
  • Location
  • Employment Type
    Full time
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