Jobs in America

Client Success Support Desk - Tier 1

Lead
FULL TIME$45,000 - 57,000 / year

The job vacancy for the Client Success Support Desk - Tier 1 role was posted on December 21, 2023, and it will end on March 18, 2024. If you succeed in your application for this job, your salary will be $45,000 - 57,000 / year. The location of this job is in Lead, but you can perform it from anywhere since it's a remote job. Have you thought about whether full time work is the right type of work for you?

THE COMPANY

DonorSearch is the leading provider of prospect research solutions and AI powered technologies serving nonprofit organizations across the US. Headquartered in Maryland, with a growing remote employee staff, DonorSearch proudly services over 6800 clients. The DonorSearch values include innovation, excellence, growth, collaboration and delivering high quality results.

THE ROLE

Imagine helping nonprofit organizations across the country use technology to efficiently and effectively find prospective donors to fuel their missions and make the world a better place. Imagine working with some of the most prestigious nonprofit organizations in the world and showing them how they can expand their network for good with the insights DonorSearch provides. Does this sound like a fit for you?

At DonorSearch, we are seeking to hire a Client Success Support Desk Associate. This individual is someone who has a passion for innovation and new technologies, a strong commitment to client excellence and a keen sense of intellectual curiosity .

You will be the company’s front liner and you will solve basic client challenges and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

The goal of the Client Success Support Desk Associate is to provide world class customer support and engagement with the purpose of increasing client satisfaction, engagement with our solution and expanding the client knowledge of the entire DS solution set.


This is the role for you if:

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  • You love learning about technology and helping internal and external clients maximize technology – especially if you have an interest or passion for machine learning and AI
  • Communicating value and teaching clients how to maximize their tools
  • Enjoy fast-paced and high-growth environments
  • Love collaborating with team members to define and improve processes and workflows
  • Possesshigh levels of empathy and emotional intelligence
  • Are intellectually curious
  • Have positive mentality, good sense of humor
  • Demonstrate resilience and endurance when new challenges arise
  • Are goal-oriented and possess a readiness to learn and grow
  • Attention to details and a commitment to delivering high-quality documentation and client communication.


Competencies

  • Understand nonprofit fundraising; a background in nonprofit fundraising and/or prospect research is preferred.
  • Understand key terms like, APIs, search engines, prospect research, data analytics, artificial intelligence
  • Proven problem solving skills
  • Critical thinking
  • Creativity and resourcefulness
  • Excellent written and verbal skills
  • High Emotional Intelligence

Primary Activities and Areas of Focus:

  • Provide Tier 1 email and chat support for our clients.
  • Lead public training webinars on a rotating schedule with other team members.
  • Multi-task and track multiple open tickets at various stages of completion.
  • Work with multiple internal teams to find, analyze, and resolve client issues.
  • Communicate the root cause to clients in non-technical/easy to understand terms.
  • Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction. Escalate issues, as needed.
  • Provide recommendations to the Head of Client Success about how to improve customer experience.
  • Work closely with the assigned Account Managers to keep them updated and informed regarding their client accounts.
  • Utilize internal technology and systems to effectively manage and maintain engagement with clients in a specified portfolio


The base salary for this position has a starting range of $45,000 - $50,000 based on experience.


This role has the potential to earn quarterly bonuses based on performance against KPIs. Bonus is the variable part of the salary and is driven by achieving quarterly and annual KPIs.

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If you have given this job vacancy careful consideration, now is the time to decide whether to take the next step and apply. We welcome applications from individuals who are certain that they can fulfill the responsibilities and expectations of this job. It is important to us that all applicants carefully consider if this job aligns with their career goals and aspirations before applying. In the world of job applications, accuracy is king – make sure that your work reflects this. Similarly, there are other job vacancies on liquidscapes.info that might be a better fit for your work-life balance or personal goals.