Product Support Specialist

The Product Support Specialist is a frontline role on the Product Support team. You'll be the first to hear from our internal and external customers when something isn't working, and the first to dig in. You'll own the intake and triage of tickets in Salesforce, Zendesk and/or Intercom, methodically replicate issues, and guide customers through product functionality and workflows, escalating to Technical Support Engineers or cross-functional partners when a fix goes deeper than the product itself. The ideal candidate is organized, adaptable, and thorough: someone who keeps a steady hand across a varied queue, takes pride in getting the details right, is curious about how things work, and communicates clearly.

Who You Support

You'll build working knowledge of a diverse set of customers and adapt your approach to each:

• Private Foundations: family, corporate, and professionally staffed foundations using our Foundation Platform day-to-day for grantmaking, compliance, and recordkeeping.
• Donor-Advised Fund (DAF) clients: individuals and sponsoring organizations using our DAF Platform to recommend and track charitable grants.
• Nonprofits: organizations using our endowment sub-accounting and planned giving tools.
• Professional Advisors: wealth advisors, attorneys, CPAs, and family offices who use our platforms on behalf of their clients' philanthropic vehicles.
• Internal Service Teams: Foundation Source colleagues using Foundation Source products to service our clients.

Key Responsibilities:

Ticket Intake, Triage, and Troubleshooting (70%)

• Take ownership of every new ticket by attempting to replicate the issue as your first step once a ticket/case is created
• Assign severity and priority in line with the team's defined SLA matrix, and keep ticket status accurate and up to date
• Work through problems step by step, investigating thoroughly to resolution or to a well-researched handoff before escalating to cross-functional technical teams (i.e., Engineering, DevOps)

Customer Communication (15%)

• Send a timely, substantive first response to internal and external customers, logged directly on the ticket/case
• Keep customers consistently informed throughout the life of the ticket, regardless of customer type
• Understand, meet, and maintain our team's Key Performance Indicators (KPIs) on Time to First Response and Time to Resolution
• Build strong, lasting relationships with internal and external clients to understand the business impact of issues

Documentation & Feedback (10%)

• Contribute to the creation of new and maintenance of multi-media help center resources for external and internal customers
• Contribute to the creation of new and maintenance of the Product Support Team’s shared knowledge base
• Identify, communicate, and contribute to opportunities for team and tool improvements based on support ticket experiences and data

Product Guidance & Onboarding Support (5%)

• Help internal and external customers understand product functionality, workflows, and best practices to resolve how-to and usability issues directly
• Contribute to user resources on product features and self-service resources to reduce repeat tickets
• Escalate technically complex issues to a Technical Support Engineer with clear, complete documentation of steps already taken

Other Duties

This job description reflects the general nature and level of work expected of this position and is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Employees in this exempt position are expected to perform other duties as assigned, consistent with the primary responsibilities, exempt status, and general scope of the role. The company reserves the right to add, modify, or reassign duties at its discretion, with or without notice.

This job description does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Requirements

• 2+ years of experience in a customer support, help desk, or product support role, ideally supporting a SaaS product
• Strong written and verbal communication skills
• Comfort moving between multiple ticketing systems and managing day-to-day ticket volume, with strong prioritization and organizational habits
• Experience with Zendesk, Salesforce, Jira, Intercom, and/or Confluence
• A curious, learning-minded approach to mastering new tools and skills
• Beginner-to-intermediate knowledge of BI Reporting platforms
• Beginner-to-intermediate knowledge of databases and SQL queries

Preferred Qualifications

• Experience supporting both internal (employee) and external (client) customers
• Experience learning and supporting multiple products at the same time
• Familiarity with philanthropic, nonprofit, or financial services products
• Familiarity with ITIL foundational concepts
• Bachelor's degree in Computer Science, Data Analytics, Information Technology, or other related field

Job Requirements for Remote Work Environment

• Dedicated Workspace: A home office or workspace free of distractions and interruptions, so you can stay focused and productive during work hours.
• Reliable Internet Connection: High-speed internet to support video conferencing, file sharing, and other work-related technology needs.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

An Equal Opportunity Employer:

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.