Financial Edge Customer Support, Senior Specialist

Blackbaud, Inc.; Ontario; Remote; CAD 60,000 - 85,000; Full time

Job summary

A leading company is seeking a Senior Specialist for their Financial Edge Customer Support team in Ontario. The role involves managing complex customer issues, mentoring staff, and collaborating with leadership to drive initiatives. Candidates should possess strong knowledge of Financial Edge and excellent problem-solving skills in a dynamic environment.

Qualifications

• Experience in a Customer Support Senior level role.
• Quick learner of new concepts and ideas.
• Proactive in anticipating obstacles.

Responsibilities

• Quickly resolve or triage incidents and handle complex non-FCR cases.
• Achieve mentor goals for frontline and tenured agents.
• File defect tickets and attend triage meetings.

Skills

Knowledge of Financial Edge

Diplomatic and tactful

Critical thinking

Adaptable

Proactive

Education

Experience in Customer Support Senior level role

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.

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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.