[Remote] Financial Edge Customer Support, Senior Specialist

Note: The job is a remote job and is open to candidates in USA. Blackbaud is a company that powers social impact through purpose-driven technology and responsible AI. They are seeking a Financial Edge Customer Support, Senior Specialist to take ownership of complex cases, enhance Knowledgebase content, and assist peers in managing workloads effectively, all while driving team success and customer satisfaction.ResponsibilitiesQuickly resolving or triaging incidentsHandling complex non-FCR cases, focusing on reducing time-to-close (TTC) and surfacing future enhancements to reduce complexityAchieving mentor goals for frontline and tenured agents, complementing the Team Lead's coaching efforts. You'll take direction from your manager and help achieve quantifiable targetsFiling defect tickets to Sustained Engineering and RDO, and attending triage meetings to discuss specific defects, in collaboration with the PrincipalServe as a backup to the Principal as needed which may encompass a variety of activities depending on time of year, workloads, and Principal availabilityAssisting Team Leads and Managers with projects and initiatives as neededActively participating in swarm while using your experience and influence to coach and mentor both tenured and newer resources across all FE resourcesSkills2-4 years of experience using, supporting, or consulting on Blackbaud Financial Edge softwareExperience in a Customer Support Senior level roleDiplomatic and tactful in dealing with diverse peopleAbility to work assigned schedules, including after-hours, weekend, or holiday coverage as required by business needsQuick learner of new concepts and ideasCritical thinker who asks insightful questions to facilitate problem-solvingCalming influence in tense situations, providing direction and guidanceCreative strategist who integrates unrelated information to develop innovative approachesKeen insight into predicting behaviors across various situationsEffective strategist for complex cross-organizational projectsAdaptable in situations characterized by continual changeDecisive in quickly identifying key issues for important decisionsProactive in anticipating obstacles and minimizing their impactForward-thinking in creating long-term strategies that anticipate customer needsBenefitsMedical, dental, and vision insuranceRemote-flexible workforceWellness Programs401(k) program with employer matchFlexible paid time offGenerous Parental LeaveDonations for DoersPet insurance, legal and identity protectionTuition reimbursement programCompany OverviewBlackbaud is the world’s leading provider of AI-powered solutions for social impact. It was founded in 1999, and is headquartered in Charleston, South Carolina, USA, with a workforce of 1001-5000 employees. Its website is http://www.etapestry.com.