Financial Edge Customer Support, Senior Specialist

Blackbaud, Inc.; Ontario; Remote; CAD 65,000 - 85,000; Full time

Job summary

A leading company in financial technology is seeking a Senior Specialist for Customer Support. This key role involves managing complex cases, mentoring peers, and enhancing knowledge resources, ensuring high-quality service delivery and customer satisfaction. Join their flexible work environment and contribute to driving team success and system reliability.

Qualifications

• Experience in a Customer Support Senior level role.
• Diplomatic and tactful in dealing with diverse people.
• Critical thinker who provides direction in problem-solving.

Responsibilities

• Quickly resolve or triage incidents.
• Handle complex non-FCR cases effectively.
• Mentor frontline agents and assist Team Leads with projects.

Skills

Knowledge of Financial Edge

Customer support experience

Critical thinking

Mentoring and coaching

Diplomatic

Creative strategist

Job description

As a Financial Edge (FE) Customer Support, Senior Specialist , you’ll take ownership of advanced, challenging, or complex cases and ensure swift, effective solutions. You’ll assist with triaging defects and incidents, playing a crucial role in maintaining system reliability and performance. Additionally, you'll create and enhance Knowledgebase content for customer self-service, empowering users to resolve issues independently.

Your role balances working on complex or escalated cases and helping peers manage their workload efficiently, ultimately driving team success, enhancing overall support quality, and customer satisfaction. As a Senior Specialist, you will work closely with leadership, including the Principal, to help drive initiatives and achieve outcomes.

What you'll do :

• Quickly resolve or triage incidents.
• Handle complex non-FCR cases, focusing on reducing time-to-close (TTC) and surfacing future enhancements to reduce complexity.
• Achieve mentor goals for frontline and tenured agents, complementing the Team Lead's coaching efforts. You'll take direction from your manager and help achieve quantifiable targets.
• File defect tickets to Sustained Engineering and RDO, and attend triage meetings to discuss specific defects, in collaboration with the Principal.
• Serve as a backup to the Principal as needed, which may encompass a variety of activities depending on time of year, workloads, and Principal availability.
• Assist Team Leads and Managers with projects and initiatives as needed.
• Actively participate in swarm activities, using your experience and influence to coach and mentor both tenured and newer resources across all FE resources.

These responsibilities ensure you play a pivotal role in enhancing support quality and driving team success.

What you'll bring :

• Knowledge of Financial Edge.
• Experience in a Customer Support Senior level role.
• Diplomatic and tactful in dealing with diverse people.
• Quick learner of new concepts and ideas.
• Critical thinker who asks insightful questions to facilitate problem-solving.
• Calming influence in tense situations, providing direction and guidance.
• Creative strategist who integrates unrelated information to develop innovative approaches.
• Keen insight into predicting behaviors across various situations.
• Effective strategist for complex cross-organizational projects.
• Adaptable in situations characterized by continual change.
• Decisive in quickly identifying key issues for important decisions.
• Proactive in anticipating obstacles and minimizing their impact.
• Forward-thinking in creating long-term strategies that anticipate customer needs.

LI-REMOTE

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Blackbaud is a digital-first company embracing a flexible remote or hybrid work culture. We support hiring and career development for all roles from your current location!

Blackbaud is proud to be an equal opportunity employer and committed to maintaining an inclusive work environment. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other protected basis.

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