Customer Support - Tier 2

Gravyty

About The Position

Gravyty is the leading provider of AI-powered fundraising solutions, empowering nonprofits to raise more funds and deepen donor relationships. We are passionate about harnessing the power of technology to create a lasting impact on the nonprofit sector. As we continue to grow, We are seeking Technical (Tier 2) Support to join our Global Customer Care Team.

Requirements

3+ years in customer/technical support or equivalent roles
Experience working within a B2B SaaS organization
Excellent verbal and written communication skills
Excellent customer service and interpersonal skills
Strong technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts
Ability to work autonomously in a high paced work environment

Nice To Haves

Familiarity with AWS a plus
Familiarity with Zendesk or similar CRM/ticketing system, a plus

Responsibilities

Perform in-depth troubleshooting, including DB analysis, monitoring alerts, and reading system logs to identify and solve complex support issues that were escalated by other support levels.
Set up SSL/IIS certificates and troubleshoot DNS issues as needed
Aid with strategic platform / website builds, customizations, and configurations based on client requirements / requests
Apply CSS /Javascript upon request to sites via CMS and dashboard
Read/edit HTML to meet client requests
On-call shifts for out-of-hours during busy periods
Assist with the creation and optimization of our external Knowledge Base, support documentation and best practices.
Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues.
Support the mission of the company by using our product to provide a high level of client service
Maintain clear and concise communication for all cases in a timely and efficient manner.
Triage inbound support requests and resolve or escalate to the appropriate internal team.