Financial Edge Customer Support, Senior Specialist

Blackbaud; Ontario; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

A leading company in software development is seeking a Senior Specialist for Financial Edge Customer Support. The role involves resolving complex cases and mentoring staff while ensuring high-quality customer service and satisfaction. Candidates should have experience in customer support and knowledge in Financial Edge to enhance support operations and team success.

Qualifications

• Experience in a Senior Customer Support role.
• Effective strategist for complex projects.
• Proactive in anticipating challenges.

Responsibilities

• Resolving and triaging complex customer cases.
• Mentoring junior staff and enhancing team performance.
• Creating Knowledgebase content for self-service support.

Skills

Knowledge of Financial Edge

Customer Support Experience

Diplomatic and Tactful

Quick Learner

Critical Thinking

Calming Influence

Job description

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As a Financial Edge (FE) Customer Support, Senior Specialist you’ll take ownership of advanced, challenging, or complex cases and ensuring 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 resolving or triaging incidents.
• Handling complex non-FCR cases, focusing on reducing time-to-close (TTC) and surfacing future enhancements to reduce complexity.
• Achieving 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.
• Filing defect tickets to Sustained Engineering and RDO, and attending 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.
• Assisting Team Leads and Managers with projects and initiatives as needed.
• Actively participating in swarm while 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.
  
  

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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

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

R0012679

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance and Sales

• Industries

  Software Development

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