Customer Support, Associate B (Specialist)

Job Posting Description

As a Customer Support at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work will directly impact organizations in the social good sector, empowering them to achieve their missions more effectively.

You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience.

Key Responsibilities

• Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues.
• Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed.
• Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance
• Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume.
• Participate in after-hours support rotations based on product, region, or team requirements.
• Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable.
• Analyze case trends and categorize incidents to identify root causes and inform product improvements.
• Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience.
• Stay current on product updates, new features, and industry best practices to provide informed support.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Embrace change and contribute to continuous improvement initiatives within the support organization.

Qualifications

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Blackbaud is a digital-first company which embraces a flexible remote or hybrid 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 an 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.

Skills Required

Salesforce, Apis, SPF, Troubleshooting, Technical Support, Web Applications, zendesk