Customer Support, Associate Specialist

What you’ll do: 

• Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions.  

• Participate in the after-hours rotation for your product, depending on product, region, or team size.  

• Work a frontline schedule to resolve incoming tickets through Chat, Phone, and Web channels.  

• Quickly resolve or triage incoming questions and software incidents.  

• Ensure accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations.  

• Capture case trend data through the use of incident categorization fields to help inform the root cause of customer contacts.  

• Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs.  

• Respond to new tickets with an initial response and attempt to resolve on the first contact.  

• Accurately capture case notes and effectively manage cases by documenting all customer and internal resource interactions.  Ensure that all notes are professional, concise, and actionable by others if needed.  Set mutually agreed upon follow-up expectations and follow through on those commitments.  

• Stay informed on product changes and rapidly learn information about product functionality changes.  

• Recognize the bigger picture and adapt to change easily.  

• Provide clear, concise, and relevant information, whether verbal or written, and choose the appropriate communication channel based on the level of urgency and detail that needs to be shared. 

• Maintain composure and refuse to be paralyzed by uncertainty or ambiguity.  Look for ways to make changes work rather than focusing on why change will not work, including making suggestions for increasing the effectiveness of changes. 

What you’ll bring: 

• Previous experience in a technical troubleshooting or contact center role.  

• Demonstrated ability to rapidly learn new concepts and ideas.  

• Demonstrated ability to work effectively in situations characterized by continual change.  

• A commitment to delighting our customers by showing empathy, listening actively, paying close attention to what is being said, and demonstrating comprehension of the question or issue.  

• Ownership and responsibility for customer issues and the ability to collaborate across multiple teams to ensure customers receive flawless service on integrating software services.  

• Ability to independently and confidently resolve more issues, relying less heavily on more tenured team resources.  

• Professionalism with both customers and members of Blackbaud, showing respect for others, and welcoming ideas that are different from your own.  

• Ability to anticipate obstacles or problems and take timely steps to minimize impact on intended results.  

• Demonstrated ability to achieve positive, concrete results with a commitment to goals and independent motivation to achieve goals and objectives.  

• Continual building of both Blackbaud and product knowledge, not only through direct experience but also by reviewing documentation and training materials.  

• Responds constructively to feedback about individual strengths and weaknesses.  

• Application of critical thinking and ingenuity to problem-solving; collecting information, asking thoughtful questions, analyzing, and testing various solutions to provide the best possible result to our customers. 

• Ability to work US hours (8am – 6pm ET) Eligible for shift differential compensation.  

• Some On call required after hours & weekends.  

• Advanced level of English. 

It’s a bonus if you have one or more of the following: 

• Experience with merchant processing, payment facilitator, or payment platforms, payment services providers, payment processing, and/or credit card processing.  

• An understanding or experience with payment methods such as PayPal, Venmo, and Apple Pay.  

• The ability to troubleshoot email deliverability concerns, including an understanding of SPF, DKIM, and DMARC. 

• A general understanding of authentication processes such as SSO and MFA. 

• Experience working in bookkeeping. 

• Educational or professional experience troubleshooting web applications, cloud applications, infrastructure or web sites and single-page applications.  

• An understanding of APIs (Application Programing Interface). 

• You have experience troubleshooting email deliverability. 

• Previous experience working in a technical support environment supporting educational software, parents or K-12 schools. 

• Familiarity with the North American Education system.