EA-Client Support Specialist

Bonterra•Hurley, TN

About The Position

Bonterra exists to propel every doer of good to their peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. The primary responsibility of this role will be to deliver exceptional customer support through email, chat, and phone channels, ensuring seamless and positive experiences for users of Bonterra's tools. This role will collaborate closely with internal teams, swiftly addressing technical issues and escalating concerns when necessary. Attention to detail and problem-solving skills will be invaluable as the specialist cultivates collaborative relationships within the support team and across departments, all while championing Bonterra Tech's mission. This is an opportunity for individuals driven by a commitment to customer satisfaction, possessing a strong technological aptitude, and finding fulfillment in making a positive impact.

Requirements

At least two years' experience working with compliance, fundraising, and/or email tools, for political campaigns, unions or nonprofits.
Used Bonterra's Fundraising & Engagement tools, EveryAction, Salsa, NGP8, VAN, or VoteBuilder (or their competitors) as part of day-to-day responsibilities, either administering other users or playing a leadership role in a campaign or organization.
Excellent oral and written communication skills.
Strong critical thinking, logical problem-solving ability, and a willingness to learn.
Professional phone manner and undying patience.
Proven ability to self-motivate and demonstrated work ethic.
Detail-oriented, great at following up and don’t let things slip through the cracks.
Minimum of 1 year of Customer Service experience, driven by a commitment to customer satisfaction.
Previous experience in teaching or training, including mentoring, tutoring, and/or software support.

Nice To Haves

Familiarity with CRM tools such as Salesforce, ZenDesk, Intercom, Five9, or Vonage is preferred.
Familiarity with Bonterra’s software solutions, specifically EveryAction and Salsa, is a bonus.
Proficiency or familiarity with a coding language such as HTML/CSS or SQL is preferred.

Responsibilities

Provide exceptional customer support across email, chat, and phone channels.
Swiftly and accurately address customer inquiries with professionalism.
Exemplary attention to detail to swiftly identify and escalate technical issues to internal support teams.
Ensure timely ticket escalation to appropriate departments.
Cultivate collaborative relationships within the Customer Support team and across departments to effectively meet customer needs.
Demonstrate a passion for Bonterra Tech and possess strong technological aptitude, willing to collaborate with various organizations seeking assistance.
Exhibit excellent oral and written communication skills, coupled with robust critical thinking and logical problem-solving abilities, with a willingness to learn.