Client Support Specialist
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Job Description
Client Support Specialist resolving software questions for foundations, nonprofits, and community organizations. Supporting Foundant’s mission-critical social-good software through communication, training, and process improvement.
Responsibilities:
- Address clients’ software questions via phone calls, chats, and emails, prioritizing SLA breaches
- Answer and solve client questions
- Collaborate with internal team members to find software solutions
- Escalate software issues when they arise
- Develop and maintain extensive Foundant product knowledge
- Ensure smooth client handoffs between support team members and external parties
- Maintain proactive, solution-oriented communication throughout client interactions
- Strategize and problem solve with team members to optimize client experiences
- Enable cross-team communication with leadership and other team members
- Provide internal and external training on selected Foundant software products and their features/functions
- Contribute to continuous process improvement within and between Client Support areas
- Help ensure consistent support coverage during all available support hours
- Assist with client-related projects
- Perform other duties as assigned
Requirements:
- Ability to professionally and thoroughly address clients’ software questions via phone calls, chats, and emails
- Ability to prioritize clients in Service Learning Agreement (SLA) breach
- Ability to answer and solve client questions and collaborate with internal team members to find software solutions
- Ability to escalate software issues when they arise
- Ability to develop and maintain a high degree of Foundant product knowledge
- Ability to ensure smooth client handoffs between team members and external parties
- Strong professional, clear, and effective communication skills with clients and Foundant team members, from executives to interns
- Ability to proactively identify and resolve client problems in a solution-oriented manner
- Problem-solving and strategizing abilities
- Ability to provide internal and external training on selected Foundant software products and their features/functions
- Ability to contribute to continuous process improvement
- Ability to work with the Support Specialist team to ensure consistent support during available support hours
- Ability to assist with client-related projects
Benefits:
- Competitive salary and benefits
- Tuition reimbursements
- Lifestyle reimbursements
- Bespoke mindfulness initiatives
- Fitness initiatives
- Flexible PTO policy
- Professional and personal development opportunities
- Cross-team collaboration and exposure to diverse ideas, expertise, and projects
- Internal mobility and career growth opportunities
- Leadership opportunities
- Autonomy and responsibility
- Employee recognition
- Workplace accommodations throughout the interview and employment process
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