Financial Edge Customer Support, Senior Specialist

Blackbaud; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company is seeking a Senior Specialist for Financial Edge Customer Support. The role involves resolving complex issues, mentoring team members, and enhancing support quality. Successful candidates will demonstrate critical thinking, effective communication, and strategic problem-solving abilities. Join a flexible remote work culture that prioritizes innovation and team success.

Qualifications

• Experience in resolving complex customer issues.
• Ability to learn new concepts quickly.
• Strong communication and critical thinking skills.

Responsibilities

• Triaging incidents and mentoring junior team members.
• Handling complex cases and filing defect tickets.
• Participating in swarm activities to enhance team performance.

Skills

Critical thinking

Diplomatic communication

Proactive problem-solving

Creative strategic thinking

Education

Experience in a senior customer support role

Tools

Financial Edge

Job description

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

Your responsibilities balance working on complex or escalated cases and assisting peers in managing their workload, ultimately driving team success, improving support quality, and increasing customer satisfaction. As a Senior Specialist, you will collaborate closely with leadership, including the Principal, to 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 identifying future enhancements to reduce complexity.
• Achieve mentor goals for frontline and experienced agents, supporting the Team Lead's coaching efforts. You will take direction from your manager and help meet quantifiable targets.
• File defect tickets to Sustained Engineering and RDO, and participate in triage meetings to discuss specific defects in collaboration with the Principal.
• Serve as a backup to the Principal as needed, depending on workload, time of year, and Principal availability.
• Assist Team Leads and Managers with projects and initiatives as required.
• Actively participate in swarm activities, using your experience and influence to coach and mentor both new and experienced FE team members.

These responsibilities are vital in enhancing support quality and driving team success.

What you'll bring:

• Knowledge of Financial Edge.
• Experience in a senior customer support role.
• Diplomatic and tactful communication skills when dealing with diverse people.
• Ability to quickly learn new concepts and ideas.
• Critical thinking skills, asking insightful questions to facilitate problem-solving.
• A calming influence in tense situations, providing guidance and direction.
• Creative strategic thinking, integrating unrelated information to develop innovative approaches.
• Keen insight into predicting behaviors across various situations.
• Effective strategies for managing complex cross-organizational projects.
• Adaptability in situations characterized by continuous change.
• Decisiveness in quickly identifying key issues for important decisions.
• Proactiveness 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 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 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.