Customer Support Associate - Find My Rizq
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Blackbaud Global Ltd

As part of Customer Support, you may be accountable for shortly resolving or triaging incoming questions and software program incidents.Associates are anticipated to assist a number of software program options that generally serve the philanthropic communities and you’ll try and resolve circumstances on the primary contact, utilising self-service sources or triage extra complicated points to senior personnel.You shall be anticipated to constantly reply primary questions for his or her answer group, whereas exceeding high quality and satisfaction requirements.You will edit, create and publish Knowledgebase content material for buyer self-service and can give attention to rising information on their answer teams.In basic, Customer Support supplies a variety of companies to help clients in making appropriate use of Blackbaud’s software program, which incorporates troubleshooting reported incidents or answering questions on software program performance and its software.At extra superior ranges, Customer Support handles escalated points, reminiscent of software program defects or complicated software program performance questions.Additionally, at superior ranges, Customer Support works intently with Sustained Engineering, who investigates and resolves code-related points, and likewise with Product Management to facilitate the readiness of Customer Support to assist new options and releases.Working hours – this place is on our ‘back-shift’, which begins at 13:30pm and ends at 10:00pm.You will working a complete of 37.5 hours per week.Our Blackbaud workforce members are at present working from dwelling following native Government recommendation.Our inside Facilities Team proceed to overview the state of affairs and we are going to return to the workplace solely when it is secure to take action.ResponsibilitiesProficiently and constantly resolve primary points for all options inside their answer groupQuickly determine when points are extra complicated and collect applicable info to triage to senior workforce members to resolveAuthor, edit and publish high quality Knowledgebase content material to enhance buyer self-service resourcesAccurately seize case notes, doc actions and handle circumstances in a means that’s clear, concise and actionable by different inside sources and a buyer viewing from the case portalAccurately hyperlink and categorize circumstances upon case closure to assist inform root explanation for buyer contactsIn basic, Customer Support has the general accountability to:Respond to new tickets with an preliminary response and try and resolve on the primary contactGather mandatory info to advance the case to higher-skilled assist personnel when necessaryAuthor Knowledgebase content material, utilising KCS methodologies, to just-in-time publish or edit present Knowledgebase solutionsCapture case pattern knowledge, via use of incident categorization fields, that assist inform root explanation for buyer contactsReport service incidents or service requests to inside teams, appearing because the customer-facing liaison for all service-related needsBe accountable for accuracy and timeliness of case notes, common buyer follow-up on open incidents, and fast decision of reported incidents inside buyer expectationsStay knowledgeable on product modifications and quickly study details about product performance changesExperienceDemonstrated capacity to be diplomatic, and tactful in coping with various peopleDemonstrated capacity to quickly study new ideas and ideasProven capacity to ask important, insightful questions and probe for info to facilitate drawback solvingDemonstrated capacity to behave as a relaxing and settling affect in tense conditions.Is appeared to by others for instructions and guidanceDemonstrated capacity to combine unrelated info and develop extremely inventive, strategic approachesDemonstrated capacity to precisely predict behaviors throughout a wide range of conditions utilizing a eager perception into othersDemonstrated capacity to create efficient methods for complicated cross-organizational projectsDemonstrated capacity to work successfully in conditions characterised by continuous changeProven capacity to shortly and effectively determine key points or variables to think about in making necessary decisionsDemonstrated capacity to anticipate obstacles or issues.Takes well timed steps to reduce affect on supposed resultsDemonstrated capacity to create long run methods that anticipate buyer wants/expectationsWe take nice delight to find one of the best expertise potential for our Customer Support roles and due to this fact make the most of a multi-step interviewing course of, beginning with a recorded video interview.You can count on to listen to from our recruiter quickly.If you’ve gotten questions relating to the steps in our course of, please tell us!

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