Customer Support Specialist, Financial and Accounting Solutions

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!  

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. 

What you'll do: 

• Resolve 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. 

• Join a rotation of on-call resources for customers afterhours and on weekends. 

What you'll bring: 

• You have an understanding of accounting concepts and principles, such as financial reporting, accounts payable, accounts receivable, bank account aggregation, credit card account aggregation, reconciliation and expense management.

• You have educational or professional experience troubleshooting web applications, cloud applications, infrastructure or web sites and single-page applications.

• Experience with Merchant processing, payment facilitator or payment platforms, payment services providers, including aggregation for bank account and credit card accounts.

• An understanding of REST APIs (Application Programing Interface).

• You have experience troubleshooting email deliverability.

• Experience collaborating across multiple teams. This position will require daily collaboration with integrating software applications. 

• 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 previous technical troubleshooting experience.

• You have the ability to decipher technical terminology and explain in easy-to-understand language to your customer.

• You have experience creating and updating self-service knowledge resources.

• You have a high school diploma. 

What our interviewing process looks like: 

We take pride in finding the best talent for our team and utilize a multi-step interviewing process, starting with a recorded video interview. You can expect to hear from our recruiter soon.  

Our Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.