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Technical Support Consultant
2 months ago
We are seeking a highly skilled and experienced Client Support Specialist to join our team at Foundant Technologies. As a trusted advisor and problem solver for our clients, you will be responsible for ensuring that they have dependable, fast-moving, and expert resources available whenever they have questions.
Key Responsibilities- Develop and Maintain Foundant Product Knowledge: Stay up-to-date with the latest features and functionalities of our software solutions to provide expert support to our clients.
- Client Communication and Problem Resolution: Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
- Team Collaboration and Support: Strategize and problem solve with team members to ensure that clients have the best possible experience. Monitor and directly assist in the triage of frontline support tickets through hands-on management and distribution of work.
- Continuous Process Improvement: Contribute to and lead continuous process improvement within and between all areas of Client Success.
- Client Onboarding and Training: Directly contribute to the onboarding, mentorship, and training of new interns and part-time team members.
- Internal and External Training: As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
- 3+ years of experience in philanthropy (grantmaking, scholarship making, fund accounting, or donor relations) OR client and/or customer service in a SaaS company and/or related industry.
- Bachelor's degree in a related field.
- Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time-sensitive approach.
- Exceptional client satisfaction-driven approach.
- Excellent verbal and written communication skills.
- Excellent time management skills to handle multiple, concurrent tasks and deadlines.
- Experience with embracing change in a high-growth environment.
- Experience in educating and guiding clients through the above business areas.
- Ability to identify and adjust training to different learning styles of clients.
- Ability to learn new software quickly and strong technical aptitude to analyze information.
- Familiarity with Customer Relationship Management (CRM) software, experience with Zendesk preferred.
- Familiarity with Agile Project Management software tools, experience with Confluence and Jira preferred.
$63,000 USD/Year
The listed salary midpoint reflects a general target for compensation at the middle of the range for this role. Actual compensation will vary based on individual qualifications, experience, and other factors.
