Senior Financial Edge Support Specialist - Remote

Blackbaud; Northern (KY); Hybrid; USD 61,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Remote-flexible workforce

Wellness Programs

401(k) program with employer match

Flexible paid time off

Generous Parental Leave

Donations for Doers

Pet insurance, legal and identity保护

Tuition reimbursement program

Job summary

Blackbaud is seeking a Financial Edge NXT Customer Support, Senior Specialist to own advanced, challenging cases and drive swift, effective solutions. You’ll triage defects, contribute to knowledge base, and mentor peers to improve overall support quality and customer satisfaction.

You’ll collaborate with leadership to drive initiatives, manage complex cross-organizational work, and provide guidance during triage discussions while maintaining reliability and performance of the Financial Edge

Qualifications

• 2-4 years of experience with Blackbaud Financial Edge software.
• Experience in a Senior level customer support role.
• Strong diplomatic and tactful communication with diverse people.

Responsibilities

• Quickly resolving or triaging incidents.
• Handle complex non-FCR cases and surface future enhancements.
• Mentor frontline and tenured agents; support team coaching.
• File defect tickets and participate in triage meetings with leadership.
• Back up Principal and assist teams with projects and initiatives.
• Coach and mentor across FE resources during swarm activities.

Skills

Financial Edge software

Senior customer support

Customer focus

Job description

Blackbaud is seeking a Financial Edge NXT Customer Support, Senior Specialist to own advanced, challenging cases and drive swift, effective solutions. You’ll triage defects, contribute to knowledge base, and mentor peers to improve overall support quality and customer satisfaction.

You’ll collaborate with leadership to drive initiatives, manage complex cross-organizational work, and provide guidance during triage discussions while maintaining reliability and performance of the Financial Edge