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Team Lead, Customer Support

| Austin

Job Summary:  As a part of Customer Support, the Team Lead is assigned a team of twelve Support agents, who are dedicated to the task of quickly triaging, resolving, or escalating incidents to the next level of Support. Team Leads are expected to mentor and coach their team, conduct performance reviews, hold career discussions, and work incoming volume as needed. Team Leads will also ensure their team members are meeting departmental Key Performance Indicators and metrics, and use quality management processes to develop their team members.

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.

The Team Lead has responsibilities to:

  • Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates. This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead
  • Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
  • Be available to assist their team as needed with case escalations, customer escalations, and process/workflow guidance
  • Directly work escalated tickets and normal incoming volume, particularly on days where peak volume/peak seasons necessitate

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
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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

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

How has your career grown since starting at the company?

In just over 3 years, I went from an associate account executive to a sales team lead and was then given the opportunity to completely re-imagine the inside sales team here in Austin. We are growing very fast, and one of our team’s fundamental purposes is to support this growth by generating top-notch sales talent that can be promoted.

Stephen Bach

Inside Sales Manager

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
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

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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