J oin ou r award - winning global Customer Support team ! W e are looking for self-motivated individuals with strong customer service skills searching for growth potential! Take this opportunity to join a fast-paced and growing tech company that wants you to excel in your career . Your contribution would be key to the success of Blackbaud's objectives as you help social good organizations thrive!

Customer Support helps customers use Blackbaud's software, includ ing troubleshootin g 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 .
• A ct as the customer-facing point of contact for all service-related needs .
• Join a rotation of on-call resources for customers afterhours and on weekends .

• Experience with Merchant processing, payment facilitator or payment platforms, payment services providers, Payment processing, and/or credit card processing .
• You have educational or professional experience troubleshooting web applications, cloud applications, infrastructure or web sites and single-page applications .
• Experience collaborating across multiple teams. This position will require daily collaboration with integrating software applications.
• An understanding of APIs (Application Programing Interface) .
• You have experience troubleshooting email deliverability .
• You are naturally diplomatic and tactful .
• You learn quickly and take on new concepts and ideas easily .
• You have experience asking critical questions and prob ing for information to facilitate problem solving .
• You anticipate obstacles and take steps to minimize impact on intended results .
• You c ommunicate professionally including experience composing grammatically correct, concise and accurate customer response s.
• You have previous t echnical troubleshooting experience .
• You have t he ability to decipher technical terminology and explain in easy-to-understand language to your customer .
• You have an understanding of accounting concepts and principles .
• You have ex perience creating and updating self-service knowledge resources .
• You have a high school diploma .