Sr. Customer Support Specialist (Social Solutions)
Overview
Social Solutions, as part of a recently announced social good technology platform, is committed and passionate about accelerating the pace of lasting social change.
Social Solutions, a Public Benefit Corporation, is the leading provider of cloud software for nonprofit and public sector social service organizations. Our Apricot, Penelope and ETO products offer clients the most comprehensive and secure social good platform available, including case management, participant connection, data insights, outcome analytics and funder enablement solutions.
Headquartered in Austin, Texas, Social Solutions was founded over 20 years ago by social workers who saw the potential of innovative cloud technology to improve outcomes and drive impact in the communities they serve. More than 90,000 users have adopted the Social Solutions platform. If you need more convincing, check out one of our many reviews - we were recently named as one of Built In Austin Best Places to Work.
Where we are at:
It was recently announced that Social Solutions is combining with EveryAction and CyberGrants to create the second-largest and fastest-growing social good software company in the world.
How we're growing bigger, better, stronger:
Our number one goal remains the same as ever: keeping our shared culture of being mission-minded and passionately committed to propel social good. Bringing three like-minded companies together was deliberate - we all provide individual solutions that help social impact; but combined we're creating a mammoth opportunity to accelerate change.
Currently we are a remote workforce and have equipped our teams with the technology to stay connected to each other and as close to our customers as possible.
Responsibilities & Requirements
What you will do - responsibilities and requirements:
Further details on the job description follow:
- Become an expert in each customers' use of ETO and/or Apricot software, including any customizations and add-ons
- Become an expert in the assigned customers' business areas/industry verticals
- Respond to customer calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc.)
- Develop and cultivate strong relationships with contacts at all levels of the customer organization
- Provide ad-hoc coaching and training on ETO/Apricot best practices, as well as access to product documentation and formal training
- Diagnose and escalate issues as needed to ensure proper and timely resolution
- Interface with the Account Manager and Client Success Manager to provide a high level of customer service without unnecessary overlap
- Meet regularly with customer via phone (weekly, bi-weekly or monthly) to review open cases and issues
- Occasional onsite meetings with customer may be required
- Document all client interactions and time spent in our tracking system as required-the ASC will be held accountable for a utilization target
- Bachelor's degree or 2+ years of experience with ETO and/Apricot software preferred
- 1+ years of professional experience in relevant industry such as technical support or customer success
- Outstanding communication and analytical skills
- Problem solving skills with technical agility and creativity
- Interest in technology and a desire to solve problems independently
- Detail-oriented and well organized
- Passion for human services and an infectious smile
Preferred Skills
- Experience with ETO and/or Apricot software
- Technical background/experience such as system administration, implementation, technical specifications for developers, or consulting; report writing (SAP Business Objects or other BI tool); business acumen; applied statistics; evaluation experience
About Social Solutions Global
Why We're Awesome
Recently named one of Built In Austin 's Best Places to Work for in Austin. At Social Solutions, we're mission focused and results oriented! We're a diverse team of innovators, creatives, and digital architects that come together to help organizations transform lives. Our clients affect countless lives every day. That's why we go above and beyond to provide tools to get the job done. We help non-profits get to the heart of their data so they can maximize their efforts to be more impactful. In essence, we help those that are changing the world.
What You'll Get
- Amazing coworkers
- Flexible PTO
- Awesome benefits
- 8 hours per quarter of paid volunteer time
- Career advancement opportunities and more!
To ensure candidate and employee health, Social Solutions is conducting the interview process remotely via Zoom for the foreseeable future. Thank you in advance for your cooperation! In order fulfill Social Solutions' mission to "help people transform lives," we seek to build teams that leverage diverse perspectives to create an innovative and welcoming environment.
To that end, we make employment decisions based on qualifications, merit, and business need. Social Solutions does not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.