Support Analyst

The Support Analyst provides overall client care, product support and case management to clients via phone, chat, email and web-based platforms. They delivery high quality customer service, on-demand, to participants, donors and other stakeholders of non-profit event and non-event programs. If interested please submit your resume to jobs@charitydynamics.com.

Responsibilities:

  • Delivery high quality customer service via phone, chat and email in an on-demand support environment
  • Interact with clients to help troubleshoot and resolve product problems or issues.
  • Diagnose and resolve client questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements.
  • Track and document inbound support requests and ensure proper notation of client problems or issues.
  • Train on various platforms and nonprofit programs to gain the expertise needed to be an effective customer service agent
  • Understand client configuration and business policies in-order-to provide timely and accurate assistance for end users and client administrators.
  • Utilize critical thinking to resolve novel cases and client reported problems

Skills/Education/Experience:

  • Excellent Customer Service skills
  • Bachelor’s Degree, preferably Communication or Marketing.
  • 2-4 years of experience with online applications.
  • Experience with Excel required
  • Strong work ethic with the ability to multi-task while working in a fast-paced environment.
  • Self-starter with sharp eye for detail.
  • Excellent verbal and written communication
  • Experience working with non-profits a plus.
  • Experience with Blackbaud products or other nonprofit software a plus
  • Experience with ZenDesk, Snapengage or other support delivery software a plus
  • Experience with Basecamp or other project management software a plus
  • Experience with HTML, iMacros and similar applications is a plus but not required