Customer Support Analyst

Remote
Full Time
Customer Experience
Entry Level

Who We Are:

Omatic solutions are purpose-built using the direct feedback of our 3,000+ social good customers. With over 80% of nonprofit organizations leveraging 4 or more cloud solutions today, the need for an integration solution uniquely tailored for NPOs has never been greater.​

Omatic is a place where the employees thrive on helping others, both through business goals and personal pursuits. Fun, energetic, and lively are terms frequently used to describe the culture at Omatic, and this is balanced by an undercurrent of hard work and commitment. The team tackles challenges, revels in the process of solving problems, and celebrates the wins for our company and our customers. 

The Position:

The Customer Support team helps our customers make the best use of Omatic solutions to manage data integration and drive outcomes for their organization.  We assist in troubleshooting reported issues and answering questions about software functionality. Our team supports multiple Omatic products that help power the social good sector.

Act as a Product Ambassador for the Omatic Product Suite 

  • Demonstrate expertise when discussing each Omatic product offering. 
  • Remain educated on updates and enhancements to each product in alignment with release dates. 
  • Consistently gather, update, and maintain support documentation by contributing knowledge base articles. 

Consistently Deliver Outstanding Customer Support and Experience 

  • Proficiently and consistently resolve basic issues for all Omatic solutions within assigned solution group. 
  • Quickly identify when issues are more complex and gather appropriate information to triage to senior personnel/resources for resolution. 
  • Accurately capture ticket notes, document activities, and manage ticket lifecycle. 
  • Categorize tickets appropriately upon closure to help inform root causes of customer contacts.  This information is shared with our Products team to help drive product enhancements and provide a better customer experience. 
  • Provide friendly and professionally toned responses to internal and external customers. 
  • Answer incoming phone calls and emails messages in a timely fashion.

Work as a team both within the company and with each of our clients within all verticals using the Support case system, email, and phone systems 

  • Achieve and maintain First Resolution Service Level targets  
  • Achieve and maintain Customer Satisfaction Survey Rating targets

What You Will Bring:

  • Experience and proficiency with Blackbaud or Salesforce products for nonprofits is preferred, but not required
  • Demonstrated ability to be diplomatic and tactful in dealing with diverse network of customers
  • Demonstrated ability to rapidly learn new concepts and ideas 
  • Proven ability to ask critical, insightful questions and probe for information to facilitate problem solving
  • Demonstrated ability to act as a calming and settling influence in tense situations. Looked to by others for directions and guidance
  • Demonstrated ability to integrate unrelated information and develop highly creative, strategic approaches
  • Demonstrated ability to work effectively in situations characterized by continual change
  • Proven ability to quickly and efficiently identify key issues or variables to consider in making important decisions
  • Demonstrated ability to anticipate obstacles or problems and meet customer needs/expectations
  • Associate, Bachelor’s degree, or previous technical troubleshooting experience preferred, but not required

 

 

 

 

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