Customer Support Specialist

BloomerangBloomerang·Remote(United States)
Support
Excel

WFA Digital Insight

The demand for skilled customer support specialists has grown significantly, with a 25% increase in job openings over the past year. As companies shift to remote work, providing excellent customer service has become a key differentiator. Bloomerang, a leader in nonprofit software, is seeking a Customer Support Specialist to join their team. With a strong focus on employee well-being and a mission-driven culture, this role offers a unique opportunity for those passionate about making a positive impact. Before applying, candidates should be prepared to showcase their problem-solving skills, product knowledge, and ability to work in a fast-paced environment.

Job Description

About the Role

As a Customer Support Specialist at Bloomerang, you will play a critical role in ensuring the success of nonprofit organizations using the company's giving platform. Your day-to-day responsibilities will include resolving customer issues via email, live chat, and phone, as well as providing training and support to help customers maximize their use of the platform. You will be part of a mission-driven team that values simplicity, care, and action, and will have the opportunity to make a meaningful impact in the nonprofit sector.

The Customer Support team is the face of Bloomerang, and as such, you will be expected to provide top-notch service to customers, responding promptly to their inquiries and resolving issues in a timely and professional manner. You will also have the opportunity to contribute to the development of training materials, help documents, and videos, and to provide feedback to the Product Development team on software design and functionality.

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 We Are Looking For

  • 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
  • The ability to solve problems quickly
  • Keen troubleshooting ability, and general comfort with computers and software technology
  • Proficiency in Excel
  • Experience working in a customer-facing role, preferably in the tech or software industry

Nice to Have

  • Experience working with nonprofit organizations or knowledge of the nonprofit sector
  • Familiarity with help desk software and ticketing systems
  • Certification in customer service or a related field

Benefits and Perks

  • Generous health, vision, and dental insurance options
  • Access to HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7
  • Competitive PTO package, including 20 PTO days, 3 flex days, 4 optional volunteer days, and 12 paid holidays
  • 401k match to help invest in your future
  • Equipment and tools necessary to perform your job, shipped right to your door
  • Opportunities for professional development and growth within the company
  • Flexible, remote work arrangement, with the option to work from the company headquarters in Indianapolis, IN

How to Stand Out

  • Be prepared to provide specific examples of times when you had to troubleshoot a complex issue or resolve a difficult customer complaint.
  • Highlight any experience you have working with nonprofit organizations or knowledge of the nonprofit sector, as this can be a major plus for this role.
  • Make sure your resume and cover letter are tailored to the job description, and that you have a strong understanding of the company's mission and values.
  • Be ready to ask thoughtful questions during the interview process, such as what a typical day looks like in the role or how the company approaches customer support.
  • Consider creating a portfolio or examples of your work, such as help documents or training videos you've created in the past, to demonstrate your skills and experience.
  • Don't be afraid to negotiate salary or benefits, and make sure you have a clear understanding of the company's expectations and requirements for the role.

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