Customer Support Analyst - Remote

Overview

The Customer Support Analyst (CSA) is responsible for effectively resolving questions from nonprofit customers by utilizing a deep familiarity with documentation and resources, while providing a compassionate and supportive experience.

In Short

• Act as a Product Ambassador for the Omatic Product Suite.
• Demonstrate expertise in discussing Omatic product offerings.
• Deliver outstanding customer support and experience.
• Resolve basic cases across all Omatic solutions.
• Identify gaps in documentation for self-service solutions.
• Capture case notes and manage case lifecycle.
• Provide warm and knowledgeable responses to customers.
• Maintain 1st response SLA of 2 hours for over 98% of cases.
• Exercise sound judgment and critical thinking skills.
• Proactively identify and surface case trends.

Requirements

• Ability to rapidly learn new concepts.
• Ability to ask insightful questions for problem solving.
• Ability to act as a calming influence in tense situations.
• Strong team player with keen insight into others.
• Experience with Customer Support tools preferred.
• Proficiency with Blackbaud’s The Raiser’s Edge preferred.
• Previous support troubleshooting or B2B SaaS experience preferred.

Benefits

• Opportunity to work in a supportive environment.
• Continuous learning and self-improvement encouraged.
• Collaborative team culture.