Technical Support Representative

Foundant Technologies, Inc.; United States; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible PTO policy

Professional development opportunities

Job summary

A progressive technology firm is seeking a Customer Support Specialist to provide exceptional support and resolve client challenges effectively. The role involves troubleshooting issues, managing support requests via Zendesk, and facilitating relationships across teams. The ideal candidate will possess a Bachelor's degree in a relevant field, with at least one year of experience in a similar role. This position is remote-first, offering flexibility while maintaining a collaborative environment. Strong communication and problem-solving skills are essential for success.

Qualifications

• Minimum of one year experience in a similar role.
• Must be client service oriented with strong communication skills.
• Ability to interact effectively with both technical and non-technical users.

Responsibilities

• Provide exceptional customer support to end users.
• Troubleshoot and resolve customer support issues.
• Capture details of support requests in a ticketing system.

Skills

Customer engagement management

Professional communication

Analytical problem solving

Teamwork and collaboration

Adaptability

Education

Bachelor's degree in Technology, Engineering, Sciences, or Mathematics (STEM)

Tools

Zendesk

Job description

AtFoundant, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combinedexpertisesupports a diverse range of organizations-from nonprofits and charitable entities to corporations and governments.

We’vecreated a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together,we’resetting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

Where You’ll Work:

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

What You’ll Do:

• You’llprovide exceptional customer support to end users. Help customers resolve day to day challenges by delivering innovative and scalable resolutions.
• You will respond to email, online and telephone client support requests.
• You’lltroubleshoot,triageand resolve customer supportissues;providing concise details to internal teams and to the customer
• You’llanalyzeeach issue for root cause,determiningif the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.
• You’llcapture details of support requests in ticketing systempowered by Zendesk.
• You’llensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
• You’llfacilitaterelationships across various customer teams, internalteamsand departments to further strengthen our customer partnerships.
• You’llhelp test fixes provided by the Development team and incorporate them into client systems.
• You’lladvocate new platform features andassistclients in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.
• Some travel may berequiredto provide customer training. Travel is estimated to be less than 10%.
• Other duties as assigned.

What You’ll Need:

• ABachelor’sdegree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience
• Minimum of one (1) year experience in a similar role.
• Successfully managed customer engagements to completion and client satisfaction.
• Exceptionally strong and professional communication skills.
• Must be client service oriented and believe in teamwork, collaboration,adaptabilityand initiative.
• Excellent follow-through with minimal management.
• Excellent analytical andproblem solvingskills, combined with the ability to provide quick resolution to problems.
• Demonstrable success in thinking strategically, executing tactically, while providing consistent andhigh levelsof client satisfaction and retention in a fast pacedenvironment.
• Ability to interact both effectively with non-technical and technical users.
• Ability to prioritize and balance multiple tasks.
• Must be legally eligible to work in USA/Canada/Ireland/Spain.

Why You’ll Love Working at Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change.
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
• We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!

Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact [e-mail].