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    Tier 1 Customer Support Specialist - Remote, United States - Bonterra

    Bonterra
    Bonterra Remote, United States

    2 weeks ago

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    Full time
    Description

    Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at
    Are you passionate about driving Non-Profits forward while utilizing your technological prowess? Join us as a Bonterra Tech as a Customer Support Specialist, where you'll merge your commitment to a mission driven business with your expertise in customer service and technology. In this role, you'll act as a pivotal link between Bonterra's software solutions and various organizations dedicated to leveraging technology for positive change. Your primary responsibility will be to provide exceptional customer support across email, chat, and phone channels, ensuring seamless experiences for users of Bonterra's Fundraising & Engagement tools. You'll collaborate closely with internal teams, swiftly addressing technical issues and escalating concerns when necessary. Your keen attention to detail and knack for problem-solving will be invaluable as you cultivate collaborative relationships within our support team and across departments, all while championing Bonterra Tech's mission. If you're driven by a commitment to customer satisfaction, possess strong technological aptitude, and find fulfillment in making a positive impact, this is the perfect opportunity for you to thrive
    Responsibilities:

    • Master several Bonterra software products to offer expert assistance.
    • Provide exceptional customer support across email, chat, and phone channels, ensuring a seamless experience for our Bonterra software users.
    • Swiftly and accurately address customer inquiries with professionalism.
    • Exemplary attention to detail to swiftly identify and escalate technical issues to internal support teams.
    • Ensure timely ticket escalation to appropriate departments.
    • Cultivate collaborative relationships within the Customer Support team and across departments to effectively meet customer needs.
    • Demonstrate a passion for Bonterra Tech and possess strong technological aptitude, willing to collaborate with various organizations seeking assistance.
    • Exhibit excellent oral and written communication skills, coupled with robust critical thinking and logical problem-solving abilities, with a willingness to learn.


    Requested skills:

    • Minimum of 1 year of Customer Service experience, driven by a commitment to customer satisfaction.
    • Familiarity with CRM tools such as; Salesforce, ZenDesk, Intercom, Five9, or Vonage is advantageous.
    • Familiarity with any Bonterra products such as Salsa Labs, Network for Good, Every Action, Apricot, or ETO is a bonus
    • Proficiency in HTML/CSS or SQL.
    • Previous experience in teaching or training, including mentoring, tutoring, and/or software support.


    Compensation
    The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
    Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
    US base salary: $46,000 - $60,000 annually
    Please note that the compensation range specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
    Our Culture:
    Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
    Our comprehensive and competitive benefits include:

    • Generous Flexible Time Off (FTO) Policy
    • Equity for ALL regular, full-time employees from individual contributors to management - share in our success
    • Up to 15 paid company holidays including some commemorating social justice events and self-care
    • Paid volunteer time
    • Resources for savings and investments
    • Paid parental leave
    • Paid sick leave
    • Health, vision, dental, and life insurance with additional access to health and wellness programs.
    • Opportunities to learn, develop, network, and connect


    We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.

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