Associate Support Consultant (Generalist)

Foundant Technologies; Canada; Remote; CAD 40,000 - 70,000; Full time

Job summary

An innovative firm is seeking an Associate Support Consultant to join its dynamic team. This role is pivotal in ensuring clients receive exceptional service and support, allowing them to focus on their philanthropic missions. You will leverage your problem-solving skills to assist clients, while also mentoring newer team members. As a remote-first workplace, you will enjoy flexibility and autonomy, contributing to impactful projects that empower nonprofits and community initiatives. Join a vibrant culture that values innovation, collaboration, and personal growth.

Benefits

Tuition Reimbursement

Wellness Programs

Flexible PTO

Career Growth Opportunities

Qualifications

• 1+ year in philanthropy or customer service in SaaS.
• Strong client satisfaction orientation and attention to detail.

Responsibilities

• Resolve client tickets via chat, phone, and email.
• Maintain proactive communication with clients for effective resolutions.

Skills

Customer Service

CRM Software

Communication Skills

Time Management

Problem Solving

Education

Bachelor's Degree

Tools

Zendesk

Job description

Join to apply for the Associate Support Consultant (Generalist) role at Foundant Technologies

About SmartSimple & Foundant
At SmartSimple and Foundant Technologies, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments.

With the recent merger of SmartSimple and Foundant Technologies, we’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

As a Support Consultant, you are a trusted advisor and problem solver for Foundant clients. As part of the Client Support team, you will ensure that clients have dependable, fast-moving, and expert resources available whenever they have questions. With both empathy and technical acumen, you must constantly adapt to unpredictable client obstacles, thinking creatively and critically to ensure clients can quickly get back to their philanthropic missions. You will also support the team internally, mentoring and guiding new and less experienced team members with both client problem resolution and their overall growth and development. Overall, the role of Support Consultant encompasses client relationship building, creative technical problem-solving, and internal team support, all aimed at providing exceptional service to clients and fostering a collaborative and successful work environment within the team.

Where You’ll Work

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

What You'll Do

• Support the successful resolution of client tickets via chat, phone, and email.
• Develop and maintain extensive knowledge of Foundant products.
• Handle frontline support tickets that breach Service Level Agreements.
• Collaborate with and assist other Support team members.
• Maintain proactive communication with clients to ensure effective problem resolution.
• Strategize and problem solve with team members to optimize client experience.
• Assist in triaging support tickets to connect clients with appropriate resources.
• Provide internal and external training on Foundant software products as needed.
• Ensure smooth client handoffs and proper documentation of interactions.
• Follow up on tasks and support projects arising from client interactions.
• Contribute to continuous process improvements within Support.
• Perform other duties as assigned.

What You'll Need

• Minimum one year in philanthropy (grantmaking, scholarships, fund accounting, donor relations) or customer service in SaaS or related industry.
• Familiarity with CRM software; Zendesk experience preferred.
• Strong client satisfaction orientation.
• Attention to detail and accuracy in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Effective time management for multiple concurrent tasks.
• Quick learner of new software.
• Comfort with change in a high-growth setting.
• Bachelor’s degree preferred but not required.
• Prior philanthropic experience is a plus but not mandatory.

Why You’ll Love Working at SmartSimple + Foundant:

• Contribute to impactful projects that empower nonprofits and community initiatives.
• Enjoy competitive salary, benefits, and innovative perks like tuition reimbursement and wellness programs.
• Flexible PTO to support work-life balance.
• Opportunities for cross-team collaboration and career growth within a merged organization.
• Autonomy and responsibility in your role, encouraging innovation.
• Recognition and appreciation for your contributions.

We are committed to diversity and equal opportunity. Accommodations are available during the hiring process upon request. Contact [e-mail] for assistance.