Customer Support Analyst

Blackbaud is the leading global provider of software and services designed specifically for nonprofit organizations, enabling them to improve operational efficiency, build strong relationships, and raise more money to support their missions. Approximately 24,000 organizations in 83 countries – including The American Red Cross, Cancer Research UK, Earthjustice, International Fund for Animal Welfare, Lincoln Center, The Salvation Army, The Taft School, Tulsa Community Foundation, Ursinus College, the WGBH Educational Foundation, and Yale University — use one or more Blackbaud products and services for fundraising, constituent relationship management, financial management, website management, direct marketing, education administration, ticketing, business intelligence, prospect research, consulting, and analytics.

Since 1981, Blackbaud’s sole focus and expertise has been partnering with nonprofits and providing them the solutions they need to make a difference in their local communities and worldwide. Under the leadership of Marc Chardon (former Microsoft Executive), with revenues over $327 million, we employ more than 2,000 employees who are part of our philanthropic corporate culture where volunteerism is encouraged. Listed on the NASDAQ Global Select Market under ticker symbol 'BLKB', we are headquartered in Charleston, South Carolina. We also operate in Australia, Canada, Hong Kong, the Netherlands, and the United Kingdom.

Blackbaud has an excellent opportunity for an enthusiastic, creative and motivated team player who is skilled in analytical and creative technical problem solving.  This position is located at our corporate headquarters in Charleston, SC. We are currently accepting resumes for an January 17, 2012 start date.

•  You'll have extensive client contact on the phone and via email, so exceptional communication skills are an absolute must. 
•  Disciplined time-management skills are needed to prioritize and troubleshoot multiple issues, as well as the ability to adapt to new challenges quickly.
•  While you will work on a team of 8-10 analysts, led by a team manager, you will often have to work independently to bring client issues to resolution.
•  Expert product knowledge that youll learn through a specialized training program will allow you to address client issues ranging from basic questions about site functionality to critical and time-sensitive issues involving a sites ability to accept donations and communicate with their users.
•  Customer Support Analysts are responsible for achieving specific daily, weekly, and monthly goals.  The team manager will provide frequent performance feedback and coaching on performance to help you meet your goals.
•  Enjoy rapid growth potential and the never-ending learning experience!

 

Experience and Skills:

•  Proven proclivity to quickly learn new technologies and a drive to solve problems efficiently and with creativity.
•  Excellent communication, organizational, and customer service skills.
•  Strong multi-tasking, time and stress management skills.
•  Exposure to HTML/CSS.
•  Understanding of email and web communication technologies
•  Exposure to web hosting and DNS principles
•  Exposure to SQL technology

Preferred Experience:
•  Familiarity with DNS and general networking.
•  Experience troubleshooting HTML preferred.
•  Proficiency with client and server based Windows operating systems 2003+.
•  Knowledge of JavaScript
•  Familiarity with Content Management Systems.
•  Troubleshooting email and web communication tool issues around deliverability, variable browser and reader formats, accessibility and form vs. content.
•  Troubleshooting IIS web server and Windows based application server technologies.
•  Understanding of Microsoft SQL Server and SQL Manager 2005+.