Customer Support Specialist - Bloomerang

At Bloomerang, we believe change happens on purpose. We champion the power and potential of nonprofits, igniting next-level impact with the team and technology built for purpose. Our powerful giving platform and stellar support enable tens of thousands of nonprofits to raise more, recruit more, and retain more, fueling maximum impact and raising the bar on what’s possible for the nonprofit sector.

We're also in the business of creating thriving employees. Join a mission-driven culture built on our core values of Simplify, Care and Act. We know our people are the key to our success, and we're proud to be home to some of the most innovative and skilled individuals in the workforce today.

The Role

As a Customer Support Specialist, you will provide excellent customer service and day-to-day support for all of Bloomerang’s customers by answering their Bloomerang questions via email, live chat, and phone.

What You Will Do

• Apply and demonstrate basic product knowledge while adhering to standard operating procedures to resolve customer issues.
• Demonstrate support for Support initiatives with stakeholders and promptly respond to questions and resolve issues via written, verbal, and electronic communication.
• Carry your own weight in ticket volume (approximately 25 interactions per day).
• Assist our wonderful customers with the Bloomerang software.
• Ensure proper software utilization by each of our customers.
• Conduct new customer implementations and training.
• Develop and deliver training webinars to both our customers and internal employees.
• Write and create help documents and videos.
• Assist with general software quality assurance and testing.
• Provide software design and functionality feedback to our Product Development team.

What You Need to Succeed

• Ability to apply product knowledge obtained in new hire training and daily activities, support procedures, and policies.
• Problem tracking skills to determine trends or patterns to client system problems.
• A background in providing top-notch customer service.
• Superb written and verbal communication skills.
• The ability to solve problems quickly.
• Keen troubleshooting ability, and general comfort with computers and software technology.

Benefits & Perks

• Health + Wellness: Generous health, vision, and dental insurance options, plus HealthiestYou for 24/7 access to doctors.
• Time Off: Competitive PTO package including 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, and paid parental leave.
• 401(k): Company match to help invest in your future.
• Equipment: Everything you need to be successful shipped right to your door.
• Bonus: Eligibility for a discretionary bonus.