Client Technical Support Specialist

Socket.dev; Calgary; Hybrid; CAD 55,000 - 85,000; Full time

Job summary

Benevity is seeking a Client Technical Support Specialist – Dedicated to deliver white-glove tier 2 support to client admins, leveraging Spark Product knowledge and backend processes. You will work with Client Success Managers and internal teams to ensure outcomes, build relationships, assist with reporting, configuration, and process requests, and adapt to changes.

Ideal candidates have 3+ years in client/technical support, strong communication, analytical mindset, and familiarity with Access

Qualifications

• 3+ years (preferred) of experience in Client Support, Technical Support, or Account Management.
• Excellent analytical skills, capable of synthesizing key points and articulating both the 'what' and the 'so what'
• Technically adept, comfortable with investigating challenges and HTML knowledge is an asset.

Responsibilities

• Maintain industry-leading client success standards.
• Help clients understand Benevity and its product suite for successful outcomes.
• Build strong relationships with client administrators.
• Provide reporting, configuration, product features, and process support for client programs.
• Support day-to-day program management and adapt to changes.
• Identify trends to improve Benevity’s processes and products.
• Collaborate with stakeholders for quick, high-quality resolutions.

Skills

Client Support

Technical Support

Account Management

Communication skills

Analytical skills

HTML knowledge

Access databases

Multilingual abilities

B2B SaaS knowledge

Tools

Access databases

CRM systems

HTML

Job description

Meet Benevity

Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering, grantmaking, employee resource groups and micro-actions, we help most of the Fortune 100 brands build better cultures and use their power for good. We’re also one of the first B Corporations in Canada, meaning we’re as committed to purpose as we are to profits. We have people working all over the world, including Canada, Spain, Switzerland, the United Kingdom, the United States and more!

The Client Technical Support Specialist – Dedicated offers tier 2, white-glove support to client administrators. Using deep knowledge of the Spark Product, Benevity's backend processes, and specific client program details, this team member delivers high-quality, timely responses tailored to each client administrator's needs. This role requires excellent communication skills, working closely with Client Success Managers, other Client Technical Support members, Project Managers, and internal teams to ensure optimal outcomes for clients and Benevity.

What you'll do:

Among other tasks you could be involved in the following activities:

• Play a key role in ensuring Benevity maintains industry-leading client success standards




• Enable clients to understand Benevity and its product suite for successful outcomes while continuously developing expertise




• Build strong relationships with specific client administrators




• Provide assistance for reporting, configuration, product features, and process requests, enabling clients to focus on strategic objectives and program growth




• Support clients in day-to-day program management and adapt to changes or new features




• Use Benevity’s knowledge to offer scalable solutions meeting client needs




• Identify trends to improve Benevity’s processes and products




• Build positive relationships with external and internal stakeholders for quick, high-quality resolutions

What you'll bring:

• 3+ years (preferred) of experience in Client Support, Technical Support, or Account Management, with strong written and verbal communication skills




• Excellent analytical skills, capable of synthesizing key points and articulating both the 'what' and the 'so what'




• Client-focused and success-driven, with a tenacious approach to delivering quality results and a clear vision for each task




• Problem solver with an analytical mindset, able to see both the big picture and fine details, and adept at building and improving processes




• Technically adept, comfortable with investigating challenges for quick resolution, and knowledgeable in navigating Access databases; HTML knowledge is an asset




• Motivated self-starter who excels independently and in a team, with strong influencing skills through relationships, expertise, and data




• Knowledge of B2B SaaS software, technology, non-profits, and an innovative mindset; experience in community investment and employee workplace giving programs is an asset




• Multilingual abilities are considered an asset

Discover your purpose at work

We’re not employees, we’re Benevity-ites. From all locations, backgrounds and walks of life, who deserve more …

Innovative work. Growth opportunities. Caring co-workers. And a chance to do work that fills us with a sense of purpose.

If the idea of working on tech that helps people do good in the world lights you up ... If you want a career where you’re valued for who you are and challenged to see who you can become …

It’s time to join Benevity. We’re so excited to meet you.

Where We Work

At Benevity, we embrace a flexible hybrid approach to where we work that empowers our people in a way that supports great work, strong relationships, and personal well-being. For those located near one of our offices, while there’s no set requirement for in-office time, we do value the moments when coming together in person helps us build connection and collaboration. Whether it’s for onboarding, project work, or a chance to align and bond as a team, we trust our people to make thoughtful decisions about when showing up in person matters most.

Join a company where DEIB isn’t a buzzword

Diversity, equity, inclusion and belonging are part of Benevity’s DNA. You’ll see the impact of our massive investment in DEIB daily — from our well-supported employee resources groups to the exceptional diversity on our leadership and tech teams.

We know that diverse backgrounds, experiences, skills and passions are what move our business and our people forward, so we're committed to creating a culture of belonging with equal opportunities for everyone to shine.

That starts with a fair and accessible hiring process. If you want to feel seen, heard and celebrated, you belong at Benevity.

Candidates with disabilities who may require accommodations throughout the hiring or assessment process are encouraged to reach out to [e-mail].