Blackbaud
Website:
blackbaud.com
Job details:
As a Technical Support agent you will work as part of our Customer Support team to solve complex customer issues by combining technical troubleshooting with a strong understanding of customer context and impact. You’ll build technical capability over time while developing the judgment needed to deliver high-quality, customer-focused support.
What You’ll Do
Case Ownership and Technical Troubleshooting
- Investigate and resolve complex customer issues, understanding both the customer experience and the underlying technical cause
- Troubleshoot using tools such as browser developer tools, API clients (e.g., Postman), and log analysis
- Apply knowledge of authentication concepts such as SSO and MFA during diagnosis
- Build working knowledge of product behavior, integrations, and common failure patterns
- Develop a strong foundation in troubleshooting across web applications and integrated systems over time
- Own cases end to end, ensuring clear, structured documentation of investigation steps, findings, and outcomes
- Escalate issues with concise, well-structured summaries that enable faster resolution by senior team members
- Identify recurring issues, trends, and patterns to improve support efficiency and product outcomes
Knowledge Application and Continuous Learning
- Create and maintain knowledgebase articles based on real customer issues and case patterns
- Apply Knowledge-Centered Service (KCS) practices as part of daily work
- Continuously build technical capability through hands-on troubleshooting and feedback
- Strengthen analytical thinking to connect issues across technical and functional areas as knowledge develops
- Stay current on product updates, new features, and evolving customer needs
Deliver Customer Support Across Channels
- Provide support across phone, chat, and ticketing channels, adapting your approach to each
- Guide customers through solutions clearly and confidently, including live troubleshooting scenarios
- Manage multiple chat conversations while maintaining accuracy, quality, and composure
- Provide timely, meaningful updates with a clear path to resolution for every case
- Prioritize work based on customer impact and urgency, balancing speed with quality of resolution
Work in a Global Support Model
- Align to US business hours to support North American customers
- Operate within a follow-the-sun model across North America, UK, India, and Australia
- Maintain reliability and consistency in coverage, including select holidays based on business needs
- Participate in after-hours support rotations as required by product, region, or team size
Use Tools, AI, and Resources Effectively
- Leverage internal tools, automation, and AI-enabled resources to improve efficiency and response times
- Apply sound judgment when using AI and tools to ensure accuracy, relevance, and a strong customer experience
- Use these tools to support problem-solving and learning, not replace critical thinking
- Manage workload effectively while maintaining quality, accountability, and responsiveness
Experience
What You’ll Bring
- 2–3 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support)
- Proven experience troubleshooting complex issues beyond scripted resolutions, including root cause investigation
- Required experience supporting customers across phone, chat, and ticketing channels in a professional environment
- Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support)
- Experience using case management or CRM tools (e.g., Salesforce, Zendesk)
- Strong written and verbal communication skills
- Familiarity with KCS, or willingness to adopt it quickly
- Experience in high-volume, primarily transactional support environments alone will not be sufficient for success in this role
Technical and Analytical Capability
- Foundational understanding of troubleshooting across web applications, cloud platforms, or integrations
- Comfort using diagnostic tools to investigate issues, even when the path to resolution is not immediately clear
- Basic understanding of authentication concepts (SSO, MFA)
- Strong analytical thinking with the ability to connect technical and functional issues as knowledge is built
- Ability to learn new technologies quickly and apply them in a customer-facing context
Preferred Exposure
- Exposure to or interest in:
- CRM and engagement platforms
- Financial systems or payment processing
- Education software or student systems
- APIs, integrations, or email deliverability
Why This Role
- Build strong technical troubleshooting and problem-solving skills in a customer-facing environment
- Gain exposure to global support operations and enterprise customers
- Grow into more advanced technical, product-aligned, or specialized support roles
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our
Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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