Senior Customer Support Specialist, Financial Edge NXT

This is a fully remote position, open to applicants in United States.

📋 Description

• Assume responsibility for advanced, challenging, or intricate customer support cases, ensuring prompt and effective resolutions.

• Swiftly address or categorize incidents.

• Manage complex non-FCR cases with an emphasis on minimizing time-to-close and identifying future enhancements.

• Meet mentoring objectives for both frontline and experienced agents, supporting Team Lead coaching initiatives.

• Submit defect tickets to Sustained Engineering and RDO, and participate in defect triage meetings alongside the Principal.

• Provide backup support to the Principal as necessary.

• Assist Team Leads and Managers with various projects and initiatives.

• Actively engage in swarming while guiding and mentoring both seasoned and new FE resources.

• Develop and improve Knowledgebase content for customer self-service capabilities.

• Collaborate closely with leadership, including the Principal, to drive initiatives and achieve desired outcomes.

⛳️ Requirements

• 2–4 years of experience in using, supporting, or consulting on Blackbaud Financial Edge software.

• Proven experience in a Senior-level Customer Support role.

• Diplomatic and tactful in interactions with a diverse range of individuals.

• Ability to adhere to assigned schedules, including coverage during after-hours, weekends, or holidays as required by business needs.

• Quick to learn new concepts and ideas.

• Critical thinker who poses insightful questions to facilitate effective problem-solving.

• Calming presence in high-pressure situations, providing direction and guidance.

• Innovative strategist who synthesizes disparate information to devise creative solutions.

• Sharp insight into predicting behaviors in various contexts.

• Effective strategist for managing complex cross-organizational projects.

• Flexible in adapting to situations characterized by constant change.

• Decisive in quickly identifying key issues for significant decisions.

• Proactive in foreseeing obstacles and mitigating their impact.

• Forward-thinking in formulating long-term strategies that anticipate customer needs.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Remote-flexible workforce.

• Wellness Programs.

• 401(k) program with employer match.

• Flexible paid time off.

• Generous Parental Leave.

• Donations for Doers.

• Pet insurance, legal, and identity protection.

• Tuition reimbursement program.