Customer Support, Staff

As a Customer Support at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work will directly impact organizations in the social good sector, empowering them to achieve their missions more effectively.

You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience.

Key Responsibilities

• Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues.
• Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed.
• Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance
• Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume.
• Participate in after-hours support rotations based on product, region, or team requirements.
• Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable.
• Analyze case trends and categorize incidents to identify root causes and inform product improvements.
• Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience.
• Stay current on product updates, new features, and industry best practices to provide informed support.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Embrace change and contribute to continuous improvement initiatives within the support organization.

Qualifications

• Hands-on experience in Technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
• Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk).
• Excellent written and verbal communication skills.
• Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
• Customer-first mindset with a commitment to delivering exceptional service.
• Ability to collaborate across teams and manage multiple priorities in a fast-paced setting.
• High school diploma required; additional technical certifications or coursework are a plus.
• Experience with one or more of the following:
  • Educational or professional experience in troubleshooting web applications, cloud platforms, infrastructure, or single-page applications.
  • General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
  • Prior experience in a technical support environment, especially supporting educational software, parents, or K12 schools.
  • Familiarity with the North American education system.
  • College degree in Accounting or Finance, or hands-on experience in bookkeeping.
  • Proven technical troubleshooting experience in a customer-facing role.
  • Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers.
  • Understanding of APIs (Application Programming Interfaces) and their role in system integrations.
  • Experience in troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols.
  • Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.