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Tier 1 Customer Support Associate

Do you feel obligated and motivated to do your part to save the world?
Would your friends, family, and colleagues say that you’re the most patient person they know?
Are you interested in learning more about the non-profit world?
Does the challenge of making complex ideas easy to understand excite you?
Are you great at making friends with just about anyone?

If you answered yes to each of these questions, we would like to receive your cover letter and resume as soon as possible!

Social Solutions is the preeminent provider of Non Profit Performance Management Software. Thousands of non-profits throughout the US and Canada are using our product, ETO Software, so that they can generate reports to secure funding and of equal importance, make informed decisions in an effort to maximize program effectiveness. The Customer Support department is seeking an energetic, creative, and motivated Customer Support Associate. This individual will be tasked with providing technical support to staff at these non-profits on how to use ETO software to the best of its strong and unique capabilities.

Position Overview:

The Customer Support Associate is a tier 1 departmental position. This position will be the main point of contact for customers contacting Social Solutions for questions pertaining to ETO software.

The position requires a variety of duties including, but not limited to the following:

  • Achieve proficiency with ETO software functionality
  • Build and maintain solid customer relationships by providing superior customer support via email and telephone
  • Respond to customer questions and concerns with speed and professionalism
  • Assist in the development and maintenance of documentation for the help manual, knowledge base and online community
  • Troubleshoot defects then create and log bug reports in NetSuite
  • Record all customer interactions in NetSuite
  • Act as a customer advocate by making formal requests for enhancements and increasing the priority of bugs when necessary
  • Work collaboratively to build and maintain productive working relationships with Customer Support team members and across other departments to make sure customer needs are met and inquiries are resolved
     

Required:

  • Bachelor’s Degree, Computer Related Degree Preferred
  • 2+ years of Customer Service or related experience, a strong passion for making customers happy!
  • Excellent communication and interpersonal skills
  • Excellent time management skills
  • Detail oriented and ability to multi-task
  • Good understanding and experience using MS Office Suite
  • Patience
  • Passion for human services and an infectious smile

Desired:

  • Human Service background a plus - experience working for a non-profit or volunteerism is highly valued
  • Experience using ETO software
  • Experience using NetSuite
  • Extensive Excel skills
  • Experience with Access and/or SQL
  • Familiarity with SAP’s Web Intelligence suite (Business Objects) software preferred

To Apply:

Interested? Please send your cover letter and resume to arittenburg@socialsolutions.com

 

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