Customer Support Analyst

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Omatic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

💰 Private Equity Round on 2016-07

With over 80% of Nonprofit organizations leveraging 4+ cloud solutions today, the need for an integration solution uniquely tailored for Nonprofits has never been greater. Omatic solutions are purpose-built using the direct feedback of our 3,000+ social good clients.

📋 Description

• Act as a Product Ambassador for the Omatic Product Suite • Demonstrate expertise when discussing each Omatic product offering • Remain educated on updates and enhancements to each product in alignment with release dates • Identify opportunities for upsell or risk mitigation • Resolve basic cases across all Omatic solutions • Provide links and identify gaps in documentation for self-service solutions • Identify complex issues and traffic them to appropriate teams • Capture case notes, document activities, and manage case lifecycle • Provide warm, friendly, and knowledgeable responses to customers • Maintain 1st response SLA of 2 hours for over 98% of cases

🎯 Requirements

• Customer support experience preferred but not required • Strong communication skills • Proficiency with Customer Support tools such as Salesforce Service Cloud preferred but not required • Proficiency with Blackbaud’s The Raiser’s Edge or Financial Edge preferred but not required • Previous support troubleshooting or B2B SaaS experience preferred but not required

🏖️ Benefits

• Health insurance • Flexible working hours • Professional development opportunities