Customer Success Advocate - Technical Support

at  Givecloud

As a provider of best-in-class solutions for nonprofits, Givecloud inherits its passion from our customers who are changing the world. Through empathy and innovation we strive to provide our customers with the best and most effective tools that enable them to fulfill their passion for the causes they support. We’re seeking a Customer Success Advocate who is not only enthusiastic about providing excellent customer experiences but also possesses a strong technical aptitude.
As a Customer Success Advocate you play a pivotal role in ensuring our nonprofit customers receive exceptional support and guidance. You’ll be the vital link between our products and our customers’ success, equipping them with the knowledge and tools to leverage our offerings effectively. We’re looking for someone who can bridge the gap between technology and customer service, providing both with equal expertise.

What You’ll Do:

• Conduct live onboarding sessions with clients, ensuring they have a smooth start with our products.
• Deliver ongoing technical support through live chat, email, and phone interactions.
• Identify opportunities to recommend advanced solutions and features that align with customers’ needs and goals.
• Create and maintain knowledge base articles and instructional videos to help users navigate technical aspects effectively.

What You Bring:

• Strong technology background and an eagerness to learn and adapt to new tech tools.
• Exceptional customer service skills, combined with the ability to explain technical concepts in a clear and accessible manner in both written and verbal formats
• A positive and upbeat attitude that leaves a lasting positive impression on customers.
• Proven problem-solving skills, remaining composed and efficient even in challenging situations.
• Organizational prowess, including detailed note-taking, meeting scheduling, and deadline management.
• Self-driven and motivated, thriving in a remote work environment.
• Desired: Familiarity with nonprofit software and the challenges nonprofits face in utilizing technology effectively.

Why Join Us:

• Immerse yourself in a supportive and innovative company culture that values asynchronous work and remote collaboration.
• Your voice will be heard, your contributions valued, and you’ll be empowered to make a lasting impact.
• Apply your technical skills to solve creative and challenging problems that contribute to meaningful causes.
• Take ownership of your tasks, your successes, and even a stake in the company’s growth.
• Enjoy an attractive benefits package and a progressive time-off philosophy.
• Embrace the flexibility of working from home within a well-established virtual team that’s always been a key component of our environment.

We are dedicated to cultivating an inclusive workplace where diversity is celebrated, and every individual feels valued, respected, and empowered to contribute their unique perspectives and talents. We encourage all qualified candidates to apply, regardless of race, religion, gender, sexual orientation, disability, age, or any other characteristic. We believe in the strength of diversity and are committed to creating an environment that is welcoming and inclusive for everyone

• Conduct live onboarding sessions with clients, ensuring they have a smooth start with our products.
• Deliver ongoing technical support through live chat, email, and phone interactions.
• Identify opportunities to recommend advanced solutions and features that align with customers’ needs and goals.
• Create and maintain knowledge base articles and instructional videos to help users navigate technical aspects effectively