Customer Support Analyst Job in Charleston 29492, South Carolina Us
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.
As a Customer Support Analyst (CSA) you will specialize in providing professional, courteous and efficient product support for one of our signature products. You'll have extensive customer contact, so exceptional communication skills are an absolute must. Working in a structured, fast-paced environment, you'll need to prioritize and troubleshoot multiple issues, as well as adapt to new challenges quickly.
As a CSA, you will be on a team of 8-10 analysts reporting directly to a team manager. You will also be part of a larger cross functional team consisting of CSA's, Product Support Leads, Knowledge Centered Support Specialists and a Product Support Manager. The Support department enjoys a casual and innovative work environment. We are now accepting resumes for an November 16, 2011 start date.
You will support one of our many product offerings to include: The Raiser's Edge, The Financial Edge, The Education Edge, Blackbaud NetCommunity, Sphere, The Patron Edge, and Data Analytics and Enrichment Services.
Major Objectives:
-Efficiently relay technical concepts tailored to the customers' level of expertise.
-Ask a progressive series of questions to determine the customers end goal and provide a quality solution.
-Continuously prioritize a shifting workload to ensure that all situations are addressed in a timely manner.
-Communicate accurate and readable information through a variety of methods such as email, knowledgebase, case notes, chat sessions and blogs.
-Manage multiple internal systems while communicating with customers and troubleshooting various issues.
-Maintain composure in an unfamiliar situation without causing the customer to lose confidence in your ability.
-Participate in an open and harmonious team environment, sharing ideas, knowledge and working towards team goals to ensure effective and efficient customer service.
Training:
We offer an extensive training program. This intense and highly interactive session includes classroom sessions, practice materials, mock calls and more.
Experience and Skills:
Customer service experience
-Familiarity with Windows-based software
-Troubleshooting experience
-Typing skills (40+ wpm)
-Additional Requirements for Blackbaud NetCommunity and Sphere:
High comfort level with web-based tools
-Additional Requirements for Financial Edge:
Experience with accounting components such as General Ledger, Accounts Payable, Accounts Receivable, Payroll, and/or Fixed Assets
Desired Experience:
Familiarity with Blackbaud software is considered a big plus.
