Customer Support, Associate

Proficiently and consistently resolve basic issues for all solutions within their solution group. Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel to resolve. Author, edit and publish quality Knowledgebase content to improve customer self-service resources. Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal. Gather necessary information to advance the case to higher-skilled support personnel when necessary Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions. Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts. Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs.

According to JobzMall, the average salary range for a Customer Support, Associate in 65 Fairchild St, Charleston, SC 29492, USA is $22,726 to $32,274 per year.

Blackbaud Inc. is a supplier of software and services specifically designed for nonprofit organizations. Its products focus on fundraising, website management, CRM, analytics, financial management, ticketing, and education administration.