Customer Support Specialist
Network for Good powered by Groundspring.org is a nonprofit organization that helps small to medium sized nonprofits use the Internet for fundraising and communications. We offer a suite of affordable online software tools, a series of national and online Internet Strategy workshops and free downloadable materials. Our DonateNow fundraising tools serve over 6,000 nonprofit organizations and have processed over $42 million in online donations.
We have an opening for a Customer Support Specialist at our office in San Francisco, CA
The Customer Support Specialist is responsible for serving the daily needs of customers (via email and phone) in using Groundspring’s two key services: DonateNow, a secure online credit card donation processing service, and EmailNow, an email list management. The Customer Support Specialist will also take the lead in learning and servicing Network for Good powered by Groundspring’s new donation and email integration tool using Salesforce.com’s CRM solution.
General Purpose:
Responsible for a variety of operational support tasks in order to provide complete customer service to internal and external customers.
Job Responsibilities
1.Provide Customer Service support via email and telephone to nonprofit customers.
2.Help create and upload template responses and FAQs
3.Help troubleshoot and report technical issues
4.Gather marketing intelligence related to customers and work with technical staff to implement system to track customer interaction (volume of inbound emails and phone calls, support follow-up, sales prospects, etc.)
5.Coordinate special projects that relate to customer service. Examples include: researching industry data, collecting testimonials and related support needs.
6.Perform User Testing on new development
7.Help generate sales leads through support inquiries
8.Ability to update and maintain data within Salesforce.com
Job Qualifications (Knowledge, Skills, & Abilities)
1.Minimum one-year experience in customer or client service.
2.Bachelor’s degree.
3.Working knowledge of Windows based applications, including Microsoft Office products.
4.Thorough understanding of databases and CRM systems, Salesforce experience strongly preferred.
5.Working knowledge of the Internet and Internet tools.
6.Experience working with nonprofits or understanding of fundraising and donor management process.
7.Knowledge of social, environmental and/or community issues. Knowledge of nonprofit or philanthropic sectors desirable.
8.Ability to achieve and maintain a high level of customer service and prompt resolution of issues.
9.Excellent written and verbal communication skills
10.Strong administrative skills and the ability to multi-task effectively
11.Individual should be self-motivated and have good attention for detail, completing assigned tasks efficiently with minimal supervision.
12.Team player who thrives in a start-up environment and adaptable to change.
13.Ability to meet deadlines in a fast-paced environment and adjust to competing priorities.
14.Physical requirements: 8+hrs of sitting, walking, talking and listening. Able to lift up to 25 lbs. Close vision to read monitors. 7+hour computer work per day.
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