Job Advert: Customer Support Analyst, Blackbaud Europe

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Customer Support Analyst, Blackbaud Europe

Summary

Serving the not-for-profit and education sectors for 30 years, Blackbaud (NASDAQ: BLKB) combines technology and expertise to help organisations achieve their missions. Blackbaud works with more than 27,000 customers in more than 60 countries that support higher education, healthcare, human services, arts and culture, faith, the environment, independent education, animal welfare and other charitable causes.

We offer a full spectrum of cloud-based and on-premise software solutions and related services for organisations of all sizes including: fundraising, eMarketing, social media, advocacy, constituent relationship management (CRM), analytics and vertical-specific solutions.

Our professional team of Customer Support professionals has a significant impact on how our customers experience our products, and their trust in Blackbaud as a valued partner in the management of their fundraising initiatives. Instilling confidence through effective engagement and expedient resolution is the foundation of our approach. We understand the impact a high quality support experience can have in generating customer loyalty and have created an environment that successfully delivers that experience. Our collaborative environment is ideal for natural problem-solvers who appreciate the impact individual conversations can have in nurturing customer relationships. We offer a supportive, team-focused atmosphere where our employees are provided the tools for success, including extensive training and career development opportunities.

Responsibilities & Duties

This position is responsible for providing technical support to our clients various Blackbaud software solutions. The customer support analyst is in frequent contact with our customer base and is key to overall customer satisfaction. Main duties:

  • Working with customers to understand technical challenges and proficiency. Identifying and effectively communicating solutions to address customer needs through a number of channels including phone, email, chat sessions and blog posts.
  • Collaboration within team to promote excellence in customer support, share ideas and knowledge, and contribute to the success of the organisation.
  • Management of on-going resolution scenarios to ensure timely response and appropriate prioritization.
  • Maintenance of internal data and systems to reflect customer interaction history. Keep abreast of changes in not- for-profit market that impact our customers.

The Customer Support Analyst is appointed by and reports to the Customer Support Manager. Effective performance requires development and maintenance of open and effective relationships with the Support colleagues as well as management.

Knowledge & Skills

Qualifications
  •  University Degree desirable
Experience
  • At least 1 year experience in a customer service environment.
  • Disciplined time-management skills and the ability to prioritise and troubleshoot multiple issues.
  • The incumbent must show stable employment history and proven, quantifiable ability.
  • Not-for-profit industry experience would be an advantage.
  • Familiarity with Blackbaud Products preferred
  • We will require a person who has excellent communication and organisational skills. They must be driven to support customer satisfaction at the highest levels.
Knowledge & Skills
  • Must be able self-starter who can take the initiative to achieve results.
  • Must have strong technical aptitude and ability to learn quickly.
  • Exceptional written and verbal communication as well as demonstrable platform skills.
  • Proven desire to learn new software and technologies, and an ability to learn quickly.
  • Strong work ethic – proven ability to “go above and beyond”
  • Positive attitude and the ability to stay flexible in a fast paced, changing environment.
  • Drive to solve problems efficiently and creatively on your own after the completion of initial training.

 

How to Apply

To apply, email Madeleine.Furness@blackbaud.co.uk