Financial Edge Customer Support, Senior Specialist

Blackbaud; United States; Remote; USD 61,000 - 78,000; Full time

Job summary

A leading company seeks a Financial Edge Customer Support Senior Specialist who will handle complex cases, enhance support quality, and mentor team members. This remote role requires expertise in Blackbaud Financial Edge and aims to ensure customer satisfaction through effective problem-solving and innovative strategies.

Benefits

Medical, dental, and vision insurance

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Tuition reimbursement program

Pet insurance, legal and identity protection

Volunteer for vacation

Qualifications

• 2-4 years of experience using, supporting, or consulting on Blackbaud Financial Edge software.
• Experience in a Senior Customer Support role.
• Effective strategist for complex cross-organizational projects.

Responsibilities

• Quickly resolving or triaging incidents.
• Handling complex non-FCR cases.
• Achieving mentor goals for frontline and tenured agents.

Skills

Critical thinking

Diplomatic communication

Proactive problem-solving

Adaptability

Job description

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 goalsfor 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 ticketsto 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 Managerswith 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:

• 2-4 years of experience using, supporting, or consulting on Blackbaud Financial Edge software.

• Experience in a Customer Support Senior level role.

• Diplomatic and tactfulin dealing with diverse people.

• Quick learnerof new concepts and ideas.

• Critical thinkerwho asks insightful questions to facilitate problem-solving.

• Calming influencein tense situations, providing direction and guidance.

• Creative strategistwho integrates unrelated information to develop innovative approaches.

• Keen insightinto predicting behaviors across various situations.

• Effective strategistfor complex cross-organizational projects.

• Adaptablein situations characterized by continual change.

• Decisivein quickly identifying key issues for important decisions.

• Proactivein anticipating obstacles and minimizing their impact.

• Forward-thinkingin creating long-term strategies that anticipate customer needs.

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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