EA-Client Support Specialist

US Salary: $58,700

About Us

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

About the Role

Your primary responsibility will be to deliver exceptional customer support through email, chat, and phone channels, ensuring seamless and positive experiences for users of Bonterra's tools. You will collaborate closely with internal teams, swiftly addressing technical issues and escalating concerns when necessary. Your keen attention to detail and knack for problem-solving will be invaluable as you cultivate collaborative relationships within our support team and across departments, all while championing Bonterra Tech's mission. If you are driven by a commitment to customer satisfaction, possess a strong technological aptitude, and find fulfillment in making a positive impact, this is the perfect opportunity for you to thrive!

What you're good at:

• You are passionate about progressive causes, are good with technology, and are willing to work with lots of different organizations that need our help.

• You haveat least two years' experienceworking with compliance, fundraising,and/or email tools, for political campaigns, unions or nonprofits.

• You have used Bonterra's Fundraising & Engagement tools, EveryAction, Salsa, NGP8, VAN, or VoteBuilder (or their competitors) as part of your day-to-day responsibilities,either administering other users or playing a leadership role in a campaign or organization.

• You have excellent oral and written communication skills, and strongcritical thinking, logical problem-solving ability, and a willingness to learn.

• You have a professional phone manner and undying patience, and proven ability to self-motivate and demonstrated work ethic

• You're detail-oriented, great at following up and don't let things slip through the cracks.

Responsibilities:

• Provide exceptional customer support across email, chat, and phone channels.

• Swiftly and accurately address customer inquiries with professionalism.

• Exemplary attention to detail to swiftly identify and escalate technical issues to internal support teams.

• Ensure timely ticket escalation to appropriate departments.

• Cultivate collaborative relationships within the Customer Support team and across departments to effectively meet customer needs.

• Demonstrate a passion for Bonterra Tech and possess strong technological aptitude, willing to collaborate with various organizations seeking assistance.

• Exhibit excellent oral and written communication skills, coupled with robust critical thinking and logical problem-solving abilities, with a willingness to learn.

Skills and Qualifications:

• Minimum of 1 year of Customer Service experience, driven by a commitment to customer satisfaction.

• Previous experience in teaching or training, including mentoring, tutoring, and/or software support.

• Familiarity with CRM tools such as Salesforce, ZenDesk, Intercom, Five9, or Vonage is preferred.

• Bonterra Product Knowledge:Familiarity with Bonterra's software solutions, specifically EveryAction and Salsa, is a bonus.

• Proficiency or familiarity with a coding language such as HTML/CSS or SQL is preferred.

This position is a part of a bargaining union represented by CWA Local 1101, 1400, 2336, or 13000.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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Our Culture

At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here.

Compensation & Benefits

We offer a comprehensive benefits package that supports your health, well-being and growth - explore full details here.

Compensation and benefits for this role apply to full-time employees in the United States and may vary based on local standards, laws and norms. Pay is determined by location, skills, experience, and education, and is one part of Bonterra's total rewards package, which may also include bonuses, incentives, equity, and a comprehensive benefits program.

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Equal Opportunity & Accommodations

At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit a request.