Customer Support Analyst

Customer Support Analyst

Our Customer Support Analysts (CSAs) are responsible for effectively resolving questions from our nonprofit customers by having a deep familiarity with our documentation and resources. We're looking for a compassionate and empathetic individual who possesses a calming presence, actively listens to customers, and strives to deeply understand their concerns while providing a reassuring and supportive experience. They help to refine and execute team processes to ensure we're accurately logging all cases and delivering the best value to both our internal and external stakeholders. CSAs are expected to consistently answer basic questions for their solution group, while exceeding quality and satisfaction standards.

What You Will Be Doing:

• 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, and work with the appropriate internal teams to address the opportunities and further improve the process
• Consistently deliver outstanding customer support and experience

Responsibilities Include:

• Resolve basic cases across all Omatic solutions, as defined by answers found in our documentation, previously resolved cases or deliverable through templatized responses.
• Provide links and identify gaps in our documentation to continually direct customers toward self-service solutions
• Request proper documentation or information based on the initial inquiry from customer
• Seeks to understand and ask clarifying of customers to help narrow down troubleshooting and root cause
• Effectively read between the lines in customer cases to not only answer their explicit questions, but to also resolve the root cause of their issue and proactively answer any expected follow-up questions
• Identify complex issues that go beyond documented answers and traffic them to our Accounting, Sales, Success, Professional Services, or Tier 2 Support teams
• Capture case notes, document activities, and manage case lifecycle
• Accurately log identifying information in each case to help establish reporting and data trends
• Provide warm, friendly, and knowledgeable responses as our first point of contact with customers
• Maintains poise and patience with customers
• Identify and collaborate on areas to improve across Support and other cross functional teams
• Maintains 1st response SLA of 2 hours for over 98% of cases and prioritizes communication to customers
• Exercise sound judgment and critical thinking skills when resolving problems
• Can identify & surface case trends or potential incident messaging and escalate to support product specialist
• Stays up to date on the latest releases and product issues that arise
• Proactive and self-motivated and takes initiative in exploring and mastering our product suite, demonstrating a strong drive for continuous learning and self-improvement

What You Bring:

• Demonstrated ability to rapidly learn new concepts and ideas
• Demonstrated 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
• Demonstrated ability to adjust tone, language, and approach as needed in support of a diverse customer base
• Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches
• Strong team player
• Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others
• Demonstrated ability to work effectively in situations characterized by continual change
• Demonstrated ability to quickly and efficiently identify key issues or variables to consider in making important decisions
• Demonstrated ability to quickly adjust and prioritize in times of heavy volume or unique difficulty
• Demonstrated ability to identify early problem trends and react appropriately
• Keen attention to detail for logging data with every customer interaction
• Experience with Customer Support tools such as Salesforce Service Cloud preferred but not required
• Proficiency with Blackbaud's The Raiser's Edge or Financial Edge is preferred but not required
• Previous support troubleshooting or B2B SaaS experience preferred but not required