EA-Client Support Specialist

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 bonterratech.com.

Your primary responsibility will be to deliver exceptional customer support through email, chat, and phone channels, ensuring seamless and positive experiences for users of Bonterra’s tools. You will 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 are driven by a commitment to customer satisfaction, possess a strong technological aptitude, and find fulfillment in making a positive impact, this is the perfect opportunity for you to thrive!

What you’re good at:

• You are passionate about progressive causes, are good with technology, and are willing to work with lots of different organizations that need our help.
• You have at least two years’ experience working with compliance, fundraising, and/or email tools, for political campaigns, unions or nonprofits.
• You have used Bonterra’s Fundraising & Engagement tools, EveryAction, Salsa, NGP8, VAN, or VoteBuilder  (or their competitors) as part of your day-to-day responsibilities, either administering other users or playing a leadership role in a campaign or organization.
• You have excellent oral and written communication skills, and strong critical thinking, logical problem-solving ability, and a willingness to learn.
• You have a professional phone manner and undying patience, and proven ability to self-motivate and demonstrated work ethic
• You’re detail-oriented, great at following up and don’t let things slip through the cracks.

Responsibilities:

• Provide exceptional customer support across email, chat, and phone channels.
• 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.

Skills and Qualifications:

• 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.
• Bonterra Product Knowledge: Familiarity with Bonterra’s software solutions, specifically EveryAction and Salsa, is a bonus.
• Proficiency or familiarity with a coding language such as HTML/CSS or SQL is advantageous.
• Previous experience in teaching or training, including mentoring, tutoring, and/or software support.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

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: $58,700