Job Description
Title: Customer Support Associate
Location: San Jose, Costa Rica
Remote, San Jose, Costa Rica
Remote: Yes
Join our award-winning global Customer Support team! We are looking for self-motivated individuals with strong customer service skills searching for growth potential! Take this opportunity to join a fast-paced and growing tech company that wants you to excel in your career. Your contribution would be key to the success of Blackbaud’s objectives as you help social good organizations thrive!
Job Summary:
Customer Support helps customers use Blackbaud’s software, including troubleshooting reported incidents and answering questions about software functionality. Associates support multiple solutions that power the social good sector.
In the Associate role, you will:
- Resolve basic issues for our solutions in an efficient and friendly manner
- Author and publish help content to improve self-service resources
- Accurately capture notes, document activities and manage cases in a clear and actionable way for teammates and customers
- Stay informed on product changes and rapidly learn information about functionality changes
- Be responsible for regular customer follow-up on open incidents and quick resolution of reported incidents within customer expectations
- Act as the customer-facing point of contact for all service-related needs
You’re a great candidate if:
- You are naturally diplomatic and tactful
- You learn quickly and take on new concepts and ideas easily
- You have experience asking critical questions and probing for information to facilitate problem solving
- You anticipate obstacles and take steps to minimize impact on intended results
- You communicate professionally including experience composing grammatically correct, concise and accurate customer responses
- You have a High school diploma as it’s a requirement for hiring
It’s a bonus if you have:
- Technical troubleshooting experience
- The ability to decipher technical terminology and explain in easy to understand language to your customer