Customer Support Specialist, Web Design

at  Blackbaud

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.

In the Customer Support role, you will:

• Collaborate with customers to troubleshoot technical issues related to our products and resolve basic issues for our solutions in an efficient and friendly manner.
• Analyze complex customer problems logically and provide accurate solutions.
• Collaborate with cross-functional teams to resolve challenging technical issues and escalate issues appropriately based on severity and complexity.
• 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.
• Work with client-side scripting languages (e.g., JavaScript, Python) to troubleshoot custom solutions and address specific customer needs.
• Contribute to the development of a comprehensive knowledge base by documenting common solutions and best practices.
• Join a rotation of on-call resources for customers afterhours and on weekends.

You’re a great candidate if:

• You have familiarity with databases (SQL, T-SQL) and ability to write basic queries.
• You have the ability to understand database schemas to query databases to retrieve relevant information for customer inquiries.
• You are proficient with HTML and CSS for web development.
• You have experience in client-side scripting languages (JavaScript, Python, etc.).
• You have prior experience in a customer support or technical support role.
• 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 the ability to decipher technical terminology and explain in easy to understand language to your customer.
• 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

• Collaborate with customers to troubleshoot technical issues related to our products and resolve basic issues for our solutions in an efficient and friendly manner.
• Analyze complex customer problems logically and provide accurate solutions.
• Collaborate with cross-functional teams to resolve challenging technical issues and escalate issues appropriately based on severity and complexity.
• 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.
• Work with client-side scripting languages (e.g., JavaScript, Python) to troubleshoot custom solutions and address specific customer needs.
• Contribute to the development of a comprehensive knowledge base by documenting common solutions and best practices.
• Join a rotation of on-call resources for customers afterhours and on weekends