Technical Support Specialist

🔥 45 minutes ago

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Blackbaud

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 Non-profit

🤝 B2B

💰 $6.5M Series A on 2000-02

SaaS • Non-profit • B2B

Blackbaud is a cloud software company that builds intelligent solutions for social impact, focusing on nonprofit organizations. It provides products and services for fundraising, donor management, engagement, and sector-specific cloud solutions to help charities, educational institutions, and other mission-driven organizations move faster and work smarter. Blackbaud also offers training, support, developer resources, a partner marketplace, and industry research through the Blackbaud Institute. The company emphasizes privacy, security, and corporate social responsibility.

📋 Description

• 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.

🎯 Requirements

• 1–3 years of experience in a technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment. • Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently. • Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk). • Excellent written and verbal communication skills. • Demonstrated ability to learn new technologies quickly and adapt to evolving environments. • Customer-first mindset with a commitment to delivering exceptional service. • Ability to collaborate across teams and manage multiple priorities in a fast-paced setting. • Experience with one or more of the following: • Educational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications. • General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA). • Prior experience in a technical support environment, especially supporting educational software, parents, or K–12 schools. • Familiarity with the North American education system. • Experience in Accounting or Finance, or hands-on experience in bookkeeping. • Proven technical troubleshooting experience in a customer-facing role. • Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers. • Understanding of APIs (Application Programming Interfaces) and their role in system integrations. • Experience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols. • Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities