Financial Edge Customer Support, Senior Specialist

Blackbaud; Massachusetts; Remote; USD 61,000 - 78,000; Full time

Job summary

Join Blackbaud as a Financial Edge Customer Support, Senior Specialist, where you'll tackle complex customer issues and enhance our Knowledgebase content. This remote position not only allows autonomy but also requires teamwork in mentoring agents and driving team success, ultimately improving customer satisfaction.

Benefits

Medical, dental, and vision insurance

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Tuition reimbursement program

Pet insurance and legal protection

Opportunities to build community

Qualifications

• Experience in a Senior customer support role.
• Able to work proactively and drive initiatives.
• Capable of dealing with diverse people diplomatically.

Responsibilities

• Resolve complex, challenging customer support issues.
• Participate in triage meetings for defects and incidents.
• Mentor newer agents and assist with team initiatives.

Skills

Knowledge of Financial Edge

Critical thinker

Adaptability

Creative strategist

Job description

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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.
  
  

Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube

Blackbaud is a remote-first company which embraces a flexible remote 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 a diverse and 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.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email [e-mail].

The starting base pay is $61,000.00 to $77,800.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include

• Medical, dental, and vision insurance
• Remote-first workforce
• 401(k) program with employer match
• Flexible paid time off
• Generous Parental Leave
• Volunteer for vacation
• Opportunities to connect to build community and belonging
• Pet insurance, legal and identity protection
• Tuition reimbursement program
  
  

R0012293

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance and Sales

• Industries

  Software Development

Referrals increase your chances of interviewing at Blackbaud by 2x

Get notified about new Senior Financial Specialist jobs in Massachusetts, United States.

Senior Manager - Customer Success (Technical Team)

Massachusetts, United States $100,000.00-$160,000.00 2 weeks ago

Customer Service Representative - Remote

Sr. Customer Success Manager - Strategic Accounts

Client Solutions & Support Coordinator-Full Time Remote

Senior Customer Success Manager - Public Sector

Massachusetts, United States 10 hours ago

Customer Service Associate Representative

Customer Success Manager, Nursing Simulation

Customer Success Manager – Controls NAM (South Region)

Senior Client Success Manager - Programmatic

Entry Level Customer Service - Work From Home

CSR III | US Payroll and Tax Specialist | Philippines

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.