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Customer Support, Associate

| Austin

About Blackbaud:

 

Leading uniquely at the intersection point of technology and social good, Blackbaud provides software, services, expertise, and data intelligence that empowers and connects people to advance the social good movement. We serve the entire social good community, which includes nonprofits, foundation, corporations, education institutions, and the individual change agents who support them. We work with over 40,000 organizations, helping them realize their goals, fund their missions, manage their operations, and develop long-lasting supporter relationships.  Our customers are passionate about making the world a better place, and we’re inspired by the opportunity to help them.

 

 

As a part of Customer Support, the Associate role will be responsible for quickly resolving or triaging incoming questions and software incidents.  Associates are expected to support multiple software solutions that commonly serve the philanthropic and educational communities. Associates attempt to resolve cases on the first contact, utilizing self-service resources or triage more complex issues to senior personnel.  Associates are expected to consistently answer basic questions for their solution group, while exceeding quality and satisfaction standards. Associates will edit, create and publish Knowledgebase content for customer self-service and will focus on increasing knowledge on their solution groups.

 

In general, Customer Support provides a range of services to assist customers in making correct use of Blackbaud's software, which includes troubleshooting reported incidents or answering questions about software functionality and its application.   At more advanced levels, Customer Support handles escalated issues, such as software defects or complex software functionality questions.  Additionally, at advanced levels, Customer Support works closely with Sustained Engineering, who investigates and resolves code-related issues, and also with Product Management to facilitate the readiness of Customer Support to support new features and releases.

 

Responsibilities:

 

The Associate has responsibilities to:

  • Proficiently and consistently resolve basic issues for all solutions within their solution group
  • Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel to resolve
  • Author, edit and publish quality Knowledgebase content to improve customer self-service resources
  • Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal
  • Accurately link and categorize cases upon case closure to help inform root cause of customer contacts

 

In general, Customer Support has the overall responsibilities to:

  • Respond to new tickets with an initial response and attempt to resolve on the first contact
  • Gather necessary information to advance the case to higher-skilled support personnel when necessary
  • Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions
  • Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts
  • Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs
  • Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations
  • Stay informed on product changes and rapidly learn information about product functionality changes

 

Education and Experience:

  • Demonstrated ability to be diplomatic, and tactful in dealing with diverse people
  • Demonstrated ability to rapidly learn new concepts and ideas
  • Proven 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. Is looked to by others for directions and guidance
  • Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches
  • Demonstrated ability to accurately predict behaviors across a variety of situations using a keen insight into others
  • Demonstrated ability to create effective strategies for complex cross-organizational projects
  • Demonstrated ability to work effectively in situations characterized by continual change
  • Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions
  • Demonstrated ability to anticipate obstacles or problems. Takes timely steps to minimize impact on intended results
  • Demonstrated ability to create long term strategies that anticipate customer needs/expectations
  • Associate or Bachelor’s degree or previous technical troubleshooting experience preferred

 

Why you’ll want to come work here: 

  • Competitive salary (commission/bonus based on type of role), 4 weeks paid time off, great benefits (medical, dental, vision, FSA), 401K match
  • Gift matching, volunteer for vacation program, and endless community involvement opportunities
  • Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
  • Tremendous company culture and office perks as well as a new cutting-edge new headquarters completed in 2018
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • GroovyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • FlexFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • ApacheFrameworks
    • KafkaFrameworks
    • Event HubsFrameworks
    • ElasticSearchFrameworks
    • AnsibleFrameworks
    • MyBatis/JPAFrameworks
    • CassandraDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • Aha!Management
    • JIRAManagement
    • Microsoft ProjectManagement
    • SalesforceCRM

Location

Located in the Domain area, just steps from the Metro station and access to all that Austin has to offer!

An Insider's view of Blackbaud

What are some social events your company does?

We try to do at least one event per month that caters to all interest areas, whether that’s our Pinewood Derby, our May the 4th Be With You Movie Marathon or Progressive Potlucks, where employees tour the office to pick up different parts of the meal. We also championed having a float in the Austin Pride Parade this year for the first time ever.

Stefanie Greene

HR Manager

What kinds of technical challenges do you and your team face?

The biggest technical challenge has been around consolidating data across all of our various legacy applications. This has been as much about changing the culture and tearing down historical silos as it has been about the tech. We have made huge strides in changing the organization’s culture and moving it forward.

Steve Merritt

Senior Distinguished Engineer

How does the company support your career growth?

We have a very employee-focused environment. Our managers and team leads will often discuss career development strategies with us and offer opportunities to connect with people who can give us firsthand information about a role or experience. To help us be as successful as possible, they suit our strengths and the company's needs.

Kristin Nelson

Team Lead, Sales

How do your team's ideas influence the company's direction?

We have changed our fundamental offering from a software solution to a series of capabilities and analytics that have an immediate and measurable impact on customer outcomes. This allows our sales team to be highly consultative with clients, introduce them to a broader community and have confidence that the outcomes we promise will be delivered.

Brandon Phipps

VP of Sales and Market Development

What are some things you learned at the company?

It’s amazing how Blackbaud listens to each individual customer to cater to their needs and help them reach their goal. I have also always admired Blackbaud’s devotion to giving back to the social good and local communities. From employer-sponsored volunteer days to community grants, Blackbaud allows its employees to give back to our clients!

Andrei Rogers

Cybersecurity Engineer

What are Blackbaud Perks + Benefits

Blackbaud Benefits Overview

At Blackbaud, we know how important it is to have good, affordable health and group benefits
and a retirement program that helps you save for your future. That’s why we offer competitive benefits that
can provide protection, peace of mind, and savings. Whether it’s health care, income protection, retirement savings, or other benefits, we’ve got you covered!

Culture
Volunteer in local community
Helping good take over is fundamental to Blackbaud. It can be as simple and personal as contributing to low waste in the office or leading a food/toy drive or championing a volunteer activity.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
The B-Healthy Incentive rewards our employees for participating in important wellness activities.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
We recognize the need to balance work and life priorities. Starting off, we offer 4 weeks of paid time off, with up to 6 weeks for tenured employees.
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Blackbaud recognizes that an educated workforce is a strong workforce. We offer ​a $3000 per year tuition reimbursement to assist with the costs incurred from continuing education.
Diversity Program
We are committed to creating a diverse and inclusive workplace (Recognized by Forbes in 2019) through cultural awareness and competency training programs, as well as Affinity group representation.
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Volunteer for vacation time earning an additional 3 days per year PTO.
Endless volunteer & community involvement opportunities.
Matching gifts for donations.
9 paid holidays
Inclusive work environment as recognized by Anitab.org as Top Company for Women Technologists.

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