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Client Support Specialist

3 months ago

Portland, United States Highbridge Consulting LLC Full time
SUMMARY
  • Responsible for providing software product support, technical support and general customer service for Greater Giving clients, via inbound phone calls to ensure optimal fundraising success for our clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned)
  • Responds to inbound phone inquiries from clients and partners regarding the use of Greater Giving products. Typically taking between 25-35 inbound phone calls per day.
  • Provides in-depth technical support, customer service, and general account management to clients on all Greater Giving products and services.
  • Consults with and assists clients before, during, and after events to ensure fundraising efforts are optimized.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Identifying customers' needs, clarify information, research every issue and providing solutions
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Maintain client accounts and events in our software and CRM, which may include coordinating information from other departments.
  • Represents Greater Giving in a professional and positive manner.
  • Maintains regular and predictable attendance for scheduled shifts
  • People who are gamers or worked with Photoshop tend to have good familiarity with software.
  • Resources will be working in a client's proprietary software.
  • This software is used for non-profit organizations.

Skills :
  • Ideally 2 years of work experience in a Client Service, Technical Support or software support-related role.
  • Exceptional client service and interpersonal skills, attention to detail and organizational skills
  • Demonstrated experience providing technical solutions to clients
  • Google G-Suite experience a plus
  • Zendesk and Salesforce experience a plus
  • HTML/CSS & website building experience a plus
  • Non-profit industry and/or fundraising experience a plus

Education :
  • High school diploma or equivilant required. Bachelor's degree preferred.

There are 2 shifts.
6:30AM to 3:00PM
7:30AM to 4:000PM
Occasionally a Saturday will need to be worked but this is assigned off a rolling basis and is kept fair so the same person is not always on Saturday.
Shifts will be decided and assigned after 2-week training period.