Blackbaud is the world's leading provider of software and related services specifically tailored to meet the needs of nonprofit organizations. Publicly traded on NASDAQ under the symbol BLKB, Blackbaud is a successful, growing company with more than 25 years of experience and annual revenue in excess of $166 million. The company, led by chief executive officer (and former Microsoft® executive) Marc Chardon, offers an integrated suite of nonprofit management applications built with Microsoft® technology and delivered by our professional services team. Headquartered in Charleston, SC, Blackbaud has a team of more than 1,000 talented employees across its three global locations in positions ranging from product development, consulting, sales, and marketing to customer support, human resources, and finance.
Title:
Customer Support Analyst
Posted On:
11/4/2009 10:04:49 AM
Designation:
Customer Support Analyst
No. of vacancies:
1
Qualifications:
BA/BS
Minimum Total Experience:
2
Job Tenure:
Full-time Only
Salary Offered:
Job Location:
Greenfield
IN
United States
Job Description:
As a Customer Support Analyst (CSA) you will specialize in providing professional, courteous and efficient product support for one of our signature products. You'll have extensive customer contact, so exceptional communication skills are an absolute must. Working in a structured, fast-paced environment, you'll need to prioritize and troubleshoot multiple issues, as well as adapt to new challenges quickly.
As a CSA, you will be on a team of 8-10 analysts reporting directly to a team manager. You will also be part of a larger cross functional team consisting of CSA's, Product Support Leads, Knowledge Centered Support Specialists and a Product Support Manager. The Support department enjoys a casual and innovative work environment. We are now accepting resumes for a August 3, 2009 start date.
Major Objectives:
* Efficiently relay technical concepts tailored to the customers' level of expertise.
Ask a progressive series of questions to determine the customers end goal and provide a quality solution.
* Continuously prioritize a shifting workload to ensure that all situations are addressed in a timely manner.
* Communicate accurate and readable information through a variety of methods such as email, knowledgebase, case notes, chat sessions and blogs.
* Manage multiple internal systems while communicating with customers and troubleshooting various issues.
* Maintain composure in an unfamiliar situation without causing the customer to lose confidence in your ability.
* Participate in an open and harmonious team environment, sharing ideas, knowledge and working towards team goals to ensure effective and efficient customer service.
Experience and Skills:
* Customer service experience
* Familiarity with Windows-based software
* Typing skills (40+ wpm)
Desired Experience:
* Familiarity with Blackbaud software is considered a big plus.
* Experience in fundraising and development a plus.