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Customer Support Specialist, Fundraising Solutions

Remote:

Full Remote

Contract:

Full time

Work from:

Costa Rica

Offer summary

Qualifications:

Experience with payment processing, Strong technical troubleshooting skills.

Key responsabilities:

Resolve customer issues efficiently
Create and update self-service resources

Blackbaud Large https://www.blackbaud.com/

1001 - 5000 Employees

See more Blackbaud offers

Job description

Your missions

Join our award-winning global Customer Support team! We are looking for self-motivated individuals with strong customer service skills searching for growth potential! Take this opportunity to join a fast-paced and growing tech company that wants you to excel in your career. Your contribution would be key to the success of Blackbaud's objectives as you help social good organizations thrive! 

Customer Support helps customers use Blackbaud's software, including troubleshooting reported incidents and answering questions about software functionality. Associates support multiple solutions that power the social good sector.

What you'll do:

Resolve issues for our solutions in an efficient and friendly manner.
Author and publish help content to improve self-service resources.
Accurately capture notes, document activities and manage cases in a clear and actionable way for teammates and customers.
Stay informed on product changes and rapidly learn information about functionality changes.
Be responsible for regular customer follow-up on open incidents and quick resolution of reported incidents within customer expectations.
Act as the customer-facing point of contact for all service-related needs.
Join a rotation of on-call resources for customers afterhours and on weekends.

What you'll bring:

Experience with Merchant processing, payment facilitator or payment platforms, payment services providers, Payment processing, and/or credit card processing.
Understanding or experience with payment methods such as PayPal, Venmo, and Apple Pay.
Experience collaborating across multiple teams. This position will require daily collaboration with integrating software applications. 
You are naturally diplomatic and tactful.
You learn quickly and take on new concepts and ideas easily.
You have experience asking critical questions and probing for information to facilitate problem solving.
You anticipate obstacles and take steps to minimize impact on intended results.
You communicate professionally including experience composing grammatically correct, concise and accurate customer responses.
You have previous technical troubleshooting experience.
You have the ability to decipher technical terminology and explain in easy-to-understand language to your customer.
You have experience creating and updating self-service knowledge resources.
You have a high school diploma.

What our interviewing process looks like:

We take pride in finding the best talent for our team and utilize a multi-step interviewing process, starting with a recorded video interview. You can expect to hear from our recruiter soon.

Our Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.

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Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

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.

A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email blackbaudrecruiting@blackbaud.com.