Blackbaud India | Customer Support, Staff A | hyderabad
2 weeks ago
About the role:
Customer Support helps customers use Blackbaud's software, including troubleshooting reported incidents and answering questions about software functionality. Associates support multiple solutions that power the social good sector.
What you’ll do
- Resolve issues for our solutions in an efficient and friendly manner.
- Author and publish help content to improve self-service resources.
- Accurately capture notes, document activities and manage cases in a clear and actionable way for teammates and customers.
- Stay informed on product changes and rapidly learn information about functionality changes.
- Be responsible for regular customer follow-up on open incidents and quick resolution of reported incidents within customer expectations.
- Act as the customer-facing point of contact for all service-related needs.
- Learn a secondary solution set and, when proficiency is achieved, provides support for both the primary and secondary solution groups.
- Expand knowledge and ability to solve non-First Call Resolution (FCR) types of issues for primary solution group and achieves Associate-level FCR knowledge on secondary solution groups.
- Gain familiarity with the Level 2 to Level 3 triage process in order to serve as a Level 2 Staff backup or full-time Level 2 if needed.
- Staff will be given mentoring goals for newer Associates that complement the Team Lead coaching effort. Staff will take direction on areas of focus from the Team Lead and will assist in achieving quantifiable targets for the Associates they’re assigned.
- Assist Team Leads and Managers on Support volume deflection initiatives by creating, improving and publishing knowledgebase content for customer self-service.
- Join a rotation of on-call resources for customers afterhours and on weekends.
What you’ll bring
- You are naturally diplomatic and tactful.
- You learn quickly and take on new concepts and ideas easily.
- You have experience asking critical questions and probing for information to facilitate problem solving.
- You anticipate obstacles and take steps to minimize impact on intended results.
- You communicate professionally including experience composing grammatically correct, concise and accurate customer responses.
- You have previous technical troubleshooting experience.
- You have the ability to decipher technical terminology and explain in easy-to-understand language to your customer.
- You have experience creating and updating self-service knowledge resources.
- You have a demonstrated ability to act as a calming and settling influence in tense situations. You are looked to by others for direction and guidance.
- Demonstrated ability to integrate unrelated information and collaborate on 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 experience with ownership and responsibility for customer issues and the ability to collaborate across multiple teams to ensure customers receive flawless service on integrating software services.
- Ability to work US hours (8am – 6pm ET) Eligible for shift differential compensation.
- Some On call required after hours & weekends.
- Advanced level of English.
It’s a bonus if you have one or more of the following
- Experience with merchant processing, payment facilitator, or payment platforms, payment services providers, payment processing, and/or credit card processing.
- An understanding or experience with payment methods such as PayPal, Venmo, and Apple Pay.
- The ability to troubleshoot email deliverability concerns, including an understanding of SPF, DKIM, and DMARC.
- A general understanding of authentication processes such as SSO and MFA.
- Experience working in bookkeeping.
- Educational or professional experience troubleshooting web applications, cloud applications, infrastructure or web sites and single-page applications.
- An understanding of APIs (Application Programing Interface).
- You have experience troubleshooting email deliverability.
- Previous experience working in a technical support environment supporting educational software, parents or K-12 schools.
- Familiarity with the North American Education system.
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hyderabad, India Blackbaud India Full timeAbout the role: Customer Support helps customers use Blackbaud's software, including troubleshooting reported incidents and answering questions about software functionality. Associates support multiple solutions that power the social good sector. What you’ll do Resolve issues for our solutions in an efficient and friendly manner. Author and publish help...
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