Customer Support, Associate

Blackbaud - Bedford, NH3.6

Full-timeEstimated: $45,000 - $63,000 a year
About Blackbaud:
At Blackbaud, we’re here to help good take over. We lead uniquely at the intersection point of technology and social good, providing cloud software, services, expertise, and data intelligence that empowers and connects people to drive impact for social good. We serve the entire social good community, which includes nonprofits, higher education institutions, K-12 schools, healthcare organizations, faith communities, arts and cultural organizations, foundations, companies, and the individual change agents who support them. With millions of users in 100+ countries, our vision is to power an Ecosystem of Good® that builds a better world. Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them raise resources, deliver programs, manage operations, and understand their outcomes.

As a part of Customer Support, the Associate role will be responsible for quickly resolving or triaging incoming questions and software incidents. Associates are expected to support multiple software solutions that commonly serve the philanthropic and educational communities. Associates attempt to resolve cases on the first contact, utilizing self-service resources or triage more complex issues to senior personnel. Associates are expected to consistently answer basic questions for their solution group, while exceeding quality and satisfaction standards. Associates will edit, create and publish Knowledgebase content for customer self-service and will focus on increasing knowledge on their solution groups.

In general, Customer Support provides a range of services to assist customers in making correct use of Blackbaud's software, which includes troubleshooting reported incidents or answering questions about software functionality and its application. At more advanced levels, Customer Support handles escalated issues, such as software defects or complex software functionality questions. Additionally, at advanced levels, Customer Support works closely with Sustained Engineering, who investigates and resolves code-related issues, and also with Product Management to facilitate the readiness of Customer Support to support new features and releases.

The Associate has responsibilities to:
Proficiently and consistently resolve basic issues for all solutions within their solution group
Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel to resolve
Author, edit and publish quality Knowledgebase content to improve customer self-service resources
Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal
Accurately link and categorize cases upon case closure to help inform root cause of customer contacts

In general, Customer Support has the overall responsibilities to:

Respond to new tickets with an initial response and attempt to resolve on the first contact
Gather necessary information to advance the case to higher-skilled support personnel when necessary
Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions
Capture case trend data, through use of incident categorization fields, that help inform 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
Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations
Stay informed on product changes and rapidly learn information about product functionality changes

Education and Experience:
Demonstrated ability to be diplomatic, and tactful in dealing with diverse people
Demonstrated ability to rapidly learn new concepts and ideas
Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving
Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance
Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches
Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others
Demonstrated ability to create effective strategies for complex cross-organizational projects
Demonstrated ability to work effectively in situations characterized by continual change
Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions
Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results
Demonstrated ability to create long term strategies that anticipate customer needs/expectations
Associate or Bachelor’s degree or previous technical troubleshooting experience preferred

Why you'll want to come work here:
Our benefits are unmatched. Not only do we offer competitive salaries, 4 weeks paid time off, tuition reimbursement, and 401K match, we also provide endless community involvement opportunities to encourage our employees to give back , through our CSR programs like gift matching and volunteer for vacation.
Blackbaud has been named to Forbes America's Best Employers for Diversity 2019 , Forbes America’s Best Midsize Employer 2019 , and's Top Companies for Women Technologists 2018 , we are rapidly growing and offer incredible opportunity for career advancement!
We understand that people thrive in a culture focused on teamwork and purpose. That's why Blackbaud offers a tremendous company culture , where we encourage open, collaborative working environments in all of our offices around the world.
We have proven that we are one of the best technology companies to work for. Blackbaud has been ranked Best Technology Company in Charleston, SC for the fourth year in a row, and ranked by BuiltIn Austin as one of the Best Places to Work in Austin, TX.

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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.