Standard Apps Tier 1 Support Specialist Remote, United States

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterras 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. Learn more at bonterratech.com.

As a Standard Apps Tier 1 Support Specialist, you will be the first point of contact for our customers, providing exceptional service and support. You will handle inbound calls and email inquiries, assisting customers with their questions, concerns, and product or service issues. Your role is crucial in ensuring customer satisfaction and loyalty by delivering timely and effective solutions.

Key Responsibilities:

• Customer Support: Handle incoming calls and email inquiries from customers, providing accurate and efficient solutions to their questions or concerns.

• Issue Resolution: Identify, troubleshoot, and resolve customer issues, escalating complex problems to the appropriate department when necessary.

• Product Knowledge: Maintain up-to-date knowledge of the companys products, services, policies, and procedures to provide accurate information to customers.

• Documentation: Accurately document all customer interactions and actions taken in the companys CRM system.

• Follow-Up: Conduct follow-up communication with customers to ensure their issues have been resolved and they are satisfied with the service.

• Compliance: Adhere to company policies, procedures, and regulatory requirements to ensure customer data is protected and handled appropriately.

• Team Collaboration: Work closely with other team members and departments to improve service delivery and customer satisfaction.

• Performance Metrics: Meet or exceed individual and team performance targets, including response times, resolution rates, and customer satisfaction scores.

Qualifications:

• Experience: Previous experience in a contact center, customer service, or a related field is preferred.

• Skills:

  • Excellent verbal and written communication skills.

  • Strong problem-solving and critical thinking abilities.

  • Ability to remain calm and professional in stressful situations.

  • Proficiency in using CRM software, email, and chat platforms.

  • Multitasking and time-management skills.

Preferred Qualifications:

• Experience with Zendesk.

Working Conditions:

• Must be able to work flexible hours, including evenings, weekends, and holidays.

• Work is performed in a fast-paced contact center environment.

Compensation

We will be accepting applications for this role until 10/15/2024

Our Culture:  Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.