Customer Support Specialist (CST/MST/PST)

At Bloomerang, we believe change happens on purpose. We champion the power and potential of nonprofits, igniting next-level impact with the team and technology built for purpose. Our powerful giving platform and stellar support enable tens of thousands of nonprofits to raise more, recruit more, and retain more, fueling maximum impact and raising the bar on what’s possible for the nonprofit sector. That's why, even as the nonprofit sector sees declines in giving, Bloomerang customers raise more year over year.

We're also in the business of creating thriving employees. Join a mission-driven culture built on our core values of Simplify, Care and Act. We know our people are the key to our success, and we're proud to be home to some of the most innovative and skilled individuals in the workforce today. Come feel invigorated and unstoppable with us!

The Role

As a Customer Support Specialist, you will provide excellent customer service and day-to-day support for all of Bloomerang’s customers by answering their Bloomerang questions via email, live chat, and phone. We are currently hiring in CST, MST and PST timezones.

What You Will Do

Apply and demonstrate basic product knowledge while adhering to standard operating procedures to resolve customer issues

Demonstrate support for Support initiatives with stakeholders and promptly responds to questions and resolves issues via written, verbal, and electronic communication

Carry your own weight in ticket volume (approximately 25 interactions per day).

Assist our wonderful customers with the Bloomerang software.

Ensure proper software utilization by each of our customers.

Conduct new customer implementations and training.

Develop and delivering training webinars to both our customers and internal employees.

Write and create help documents and videos. Don’t worry, we’ll show you how.

Assist with general software quality assurance and testing.

Provide software design and functionality feedback to our Product Development team.

What You Need to Succeed

Ability to apply product knowledge obtained in new hire training and daily activities, support procedures and policies

Problem tracking skills to determine trends or patterns to client system problems.

A background in providing top-notch customer service.

Superb written and verbal communication.

The ability to solve problems quickly.

Keen troubleshooting ability, and general comfort with computers and software technology.

Benefits

• Health + Wellness
• You’ll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere.

• Time Off
• You'll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, as well as paid parental leave. More is more!

• 401k
• You'll receive a 401k match to help invest in your future.

• Equipment
• Everything you need to be successful, shipped right to your door. You got this. We got you.

• Compensation
• The hourly rate for this position is $18.00 - $25.00 per hour. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws

• Location
• This is a permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only). Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time.

• Accommodations
• Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application.

Bloomerang is an Equal Opportunity Employer. Individuals seeking employment at Bloomerang are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.