Technical Support Representative

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🕒 February 18

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Foundant Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Our mission is to maximize the impact of the philanthropic community.

📋 Description

• Provide exceptional customer support to end users • Help customers resolve day-to-day challenges by delivering innovative and scalable resolutions • Respond to email, online, and telephone client support requests • Troubleshoot, triage, and resolve customer support issues; providing concise details to internal teams and to the customer • Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business processes, and escalate to subject matter experts with recommendations • Capture details of support requests in ticketing system powered by Zendesk • Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements • Facilitate relationships across various customer teams, internal teams, and departments to further strengthen customer partnerships • Help test fixes provided by the Development team and incorporate them into client systems • Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes

🎯 Requirements

• A Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience • Minimum of one (1) year experience in a similar role • Exceptionally strong and professional communication skills • Must be client service oriented and believe in teamwork, collaboration, adaptability and initiative • Excellent follow-through with minimal management • Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems • Ability to interact both effectively with non-technical and technical users • Ability to prioritize and balance multiple tasks • Must be legally eligible to work in USA/Canada/Ireland/Spain

🏖️ Benefits

• Competitive salary and benefits • Tuition and lifestyle reimbursements • Bespoke mindfulness and fitness initiatives • Flexible PTO policy • Autonomy and responsibility in work • Employee recognition for great performance