Client Support Specialist I
Location: on site 1 DAY A WEEK (THE REST Remote) Portland, OR
Duration: 6+ Months
Description:
Reason: Initial Engagement
Department: GREATERGIVING CLIENT SERVICE Job Category: Information Technology Job Title: Client Support Specialist I
Duties: SUMMARY
Responsible for providing software product support, technical support and general customer service for Greater Giving clients, via inbound phone calls to ensure optimal fundraising success for our clients.
ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned) Responds to inbound phone inquiries from clients and partners regarding the use of Greater Giving products. Typically taking between 25-35 inbound phone calls per day.
Provides in-depth technical support, customer service, and general account management to clients on all Greater Giving products and services.
Consults with and assists clients before, during, and after events to ensure fundraising efforts are optimized.
Obtaining and evaluating all relevant data to handle complaints and inquiries.
Identifying customers' needs, clarify information, research every issue and providing solutions Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Maintain client accounts and events in our software and CRM, which may include coordinating information from other departments.
Represents Greater Giving in a professional and positive manner.
Maintains regular and predictable attendance for scheduled shifts
Skills: Ideally 2 years of work experience in a Client Service, Technical Support or software support-related role.
Exceptional client service and interpersonal skills, attention to detail and organizational skills Demonstrated experience providing technical solutions to clients Google G-Suite experience a plus Zendesk and Salesforce experience a plus HTML/CSS & website building experience a plus Non-profit industry and/or fundraising experience a plus
Keywords:
Education: High school diploma or equivilant required. Bachelor's degree preferred.
Skills and Experience:
Required Skills:
ORGANIZATIONAL SKILLS
CLIENT SUPPORT
CUSTOMER SERVICE ORIENTED
CUSTOMER SERVICE
TECHNICAL SUPPORT
Additional Skills:
CSS
RETAIL SALES
FUNDRAISING
PRODUCT SUPPORT
ACCOUNT MANAGEMENT
HTML
GENERAL CUSTOMER SERVICE
ZENDESK
CRM
SALESFORCE
GENERAL ACCOUNT
