Customer Support Associate

As a part of Customer Support, the Associate role will be responsible for quickly resolving or triaging incoming questions and software incidents.Associates are expected to support multiple software solutions that commonly serve the philanthropic and educational communities. Associates attempt to resolve cases on the first contact, utilizing self-service resources or triage more complex issues to senior personnel.Associates are expected to consistently answer basic questions for their solution group, while exceeding quality and satisfaction standards. Associates will edit, create and publish Knowledgebase content for customer self-service and will focus on increasing knowledge on their solution groups.

What you'll do

Proficiently and consistently resolve basic issues for all solutions within their solution group

Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel to resolve

Author, edit and publish quality Knowledgebase content to improve customer self-service resources

Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal.

Accurately link and categorize cases upon case closure to help inform root cause of customer contacts

What we'll want you to have:

Demonstrated ability to be diplomatic and tactful in dealing with diverse people

Demonstrated ability to rapidly learn new concepts and ideas

Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving

Demonstrated ability to act as a calming and settling influence in tense situations. Is looked to by others for directions and guidance

Demonstrated ability to identify unrelated information and coordinate with others in the team on approaches to resolve issues

Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others

Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions

Demonstrated ability to anticipate obstacles or problems and take timely steps to minimize impact on intended results

Demonstrated ability to create long term strategies that anticipate customer needs/expectations

Technical troubleshooting experience preferred

Ability to work US hours required Eligible for shift differential compensation

Advanced Level English required

Proficient Spanish speaker is a plus