Senior Customer Support Specialist, Financial Edge NXT

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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

• Take ownership of advanced, challenging, or complex customer support cases and ensure swift, effective solutions • Quickly resolve or triage incidents • Handle complex non-FCR cases, focusing on reducing time-to-close and surfacing future enhancements • Achieve mentor goals for frontline and tenured agents, complementing Team Lead coaching efforts • File defect tickets to Sustained Engineering and RDO and attend defect triage meetings in collaboration with the Principal • Serve as backup to the Principal as needed • Assist Team Leads and Managers with projects and initiatives • Participate actively in swarm while coaching and mentoring tenured and newer FE resources • Create and enhance Knowledgebase content for customer self-service • Work closely with leadership, including the Principal, to drive initiatives and achieve outcomes

🎯 Requirements

• 2–4 years of experience using, supporting, or consulting on Blackbaud Financial Edge software • Experience in a Customer Support Senior level role • Diplomatic and tactful in dealing with diverse people • Ability to work assigned schedules, including after-hours, weekend, or holiday coverage as required by business needs • Quick learner of new concepts and ideas • Critical thinker who asks insightful questions to facilitate problem-solving • Calming influence in tense situations, providing direction and guidance • Creative strategist who integrates unrelated information to develop innovative approaches • Keen insight into predicting behaviors across various situations • Effective strategist for complex cross-organizational projects • Adaptable in situations characterized by continual change • Decisive in quickly identifying key issues for important decisions • Proactive in anticipating obstacles and minimizing their impact • Forward-thinking in creating long-term strategies that anticipate customer needs

🏖️ Benefits

• Medical, dental, and vision insurance • Remote-flexible workforce • Wellness Programs • 401(k) program with employer match • Flexible paid time off • Generous Parental Leave • Donations for Doers • Pet insurance, legal and identity protection • Tuition reimbursement program