Support Analyst
Description:
This is an exciting opportunity to join the support team of a market leading, CRM, fundraising and alumni database supplier. Providing client support (via telephone & email) on the Donor Strategy suite of products writing and maintaining support materials including knowledge base items. We are looking for a natural rapport builder, who is confident, organised and has exceptional communication skills.
We operate exclusively in the not-for-profit sector and work with a diverse range of charity and educational organisations throughout the world.
Our organisation is driven to bring wide-scale benefit to the not-for-profit sector with creative, flexible software solutions, delivered with excellence. This is an opportunity to be involved with not just one worthwhile organisation, but to help transform literally hundreds of exceptional causes.
Key accountabilities & tasks
- Log and resolve support calls
- Answer telephone calls & emails
- Manage client expectations
- Establish rapport with clients
- Maintain client contact information
- Manage communications with clients regarding support calls, including emailing updates
- Provide support within boundaries of contracts & to the Donor Strategy team
- Meet Support Level Agreements
- Where appropriate use remote access to clients to help resolve calls
- Report bugs and feature requests to development
- And other tasks as required from time to time
Knowledge & skills
- Advanced Donor Strategy product knowledge (all sections, all functionality)
- Strong SQL query writing skills
- Good communication skills – both verbal and written
- General IT knowledge, including Microsoft Office products
- Support Director & Fogbugz product knowledge
- Problem solving
Essential
- Strong written & verbal communication skills
- Natural rapport builder
- Organised
- Self motivated
- Solid IT skills
Desired
- Charity sector experience
- Customer service experience
- Technology background/knowledge
- Experience of CRM systems
To apply for this role please email your CV to: david.hynds@donorstrategy.com or phone 0845 094 63 71