Tier 1 Customer Support Specialist

Social Solutions
Baltimore, MD
May 19, 2017
May 29, 2017
Full Time
Who We Are:Mission focused and results oriented! Social Solutions' main purpose and software solution (SaaS) helps some of the most vulnerable human beings in our society. Our software for Nonprofits allows them to spend less time on compliance and funder reporting and more time on ensuring the effectiveness of their service programs for the people who rely on them. Since our software was designed by direct service workers for direct service providers, it also helps them to demonstrate impact to stakeholders. Our team is comprised of some of the most talented people who want to be a part of making a difference. Who You Are:The successful candidate will be self-motivated with strong client service and organization skills as well as a high level of accuracy and ability to multi-task. This candidate will also possess strong communication skills (written and oral) due to the level of contact with various internal and external resources. Job Responsibilities: Achieve proficiency with ETO software functionality Build and maintain solid customer relationships by providing superior customer support via email, chat and telephone Respond to customer questions and concerns with speed, accuracy and professionalism Assist in the development and maintenance of documentation for the help manual, knowledge base and online community Troubleshoot and log defects Record all customer interactions in Salesforce Work collaboratively to build and maintain productive working relationships with Customer Support team members and across other departments to make sure customer needs are met and inquiries are resolvedSocial Solutions is the preeminent provider of Non Profit Performance Management Software. Thousands of non-profits throughout the US and Canada are using our product, ETO Software, so that they can generate reports to secure funding and of equal importance, make informed decisions in an effort to maximize program effectiveness. The Customer Support department is seeking an intelligent, energetic, creative, and motivated Customer Support Specialist. Requirements: 1+ years of Customer Service or related experience, a strong passion for making customers happy! Excellent communication and interpersonal skills Excellent time management skills Detail oriented and ability to multi-task Good understanding and experience using MS Office Suite Patience Experience with Salesforce and Five9 a plusAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #DI

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