Remote Tech Support Specialist – Client Success

Foundant Technologies; Bozeman (MT); Remote; CAD 59,000 - 85,000; Full time

Benefits offered by this job

Tuition reimbursement

Flexible PTO

Wellness programs

Job summary

Foundant offers cloud-based grant management and data collaboration solutions designed for nonprofits, communities, and governments. You will deliver exceptional remote support to end users, handling inquiries via email, web, and phone, while triaging issues and guiding clients through resolutions.

You’ll analyze root causes and collaborate with product teams to improve the customer experience. Ideal candidates have a STEM degree or equivalent experience, strong communication, and a proven

Qualifications

• Bachelor’s degree in STEM or equivalent experience.
• 1+ year in a similar customer support role.
• Proven track record delivering client satisfaction.
• Strong communication and teamwork skills.
• Ability to diagnose issues and propose fixes quickly.

Responsibilities

• Provide exceptional customer support to end users.
• Respond to email, online and telephone support requests.
• Troubleshoot, triage and resolve customer issues with clear communication.
• Analyze issues for root cause and escalate with recommendations.
• Capture support details in Zendesk tickets.
• Ensure tickets are resolved promptly within SLAs.
• Collaborate with cross-functional teams to strengthen partnerships.
• Assist clients with product adoption and upgrades.

Skills

Bachelor’s degree in STEM

Excellent communication

Client service oriented

Teamwork and collaboration

Analytical problem solving

Ability to prioritize multiple tasks

Internal/external stakeholder liaison

Education

Bachelor’s degree in Technology/Engineering/Sciences/Mathematics (STEM)

Tools

Zendesk

Job description

Foundant offers cloud-based grant management and data collaboration solutions designed for nonprofits, communities, and governments. You will deliver exceptional remote support to end users, handling inquiries via email, web, and phone, while triaging issues and guiding clients through resolutions.

You’ll analyze root causes and collaborate with product teams to improve the customer experience. Ideal candidates have a STEM degree or equivalent experience, strong communication, and a proven