Customer Support Analyst

About the Role:

OneCause is committed to helping cause-driven organizations amplify their message and raise more funds with easy-to-use fundraising solutions. First to market as BidPal in 2007 with revolutionary mobile bidding, our solutions now power online giving, event management, mobile bidding, and peer-to-peer fundraising for nonprofit organizations of all sizes. 

Our Customer Support Analysts provide world class support services to all OneCause Customers and staff. This is a great place to start your career by learning software and leading-edge technology such as Salesforce and Vidyard. You will be responsible for ensuring overall Customer satisfaction by managing different communication channels and projects.

Candidate Responsibilities:

• Provide proactive and professional customer service to ensure Customers have a positive experience by phone, email & chat.
• Use innovative technology such as Vidyard, Zoom and Salesforce to delight customers with surprising service.
• Ensure that service levels are achieved with first call resolution, hold time and Customer satisfaction.
• Communicate and collaborate with technical staff to uncover solutions to Customer needs.
• Help Customers have successful events by using our software creatively
• Troubleshoot with remote staff working at fundraising events across the country
• Build new customer resources – knowledge articles, videos, blogs – to help Customers help themselves
• Track all interactions and issues to make sure we constantly improve our software and services

What you already know and skills you bring:

• Customer-focused with strong interpersonal skills including empathy and determination
• Interest and strengths related to customer communication
• Passion for supporting non-profit organizations
• Experience in customer service, business analysis, or software quality assurance
• Capable of adjusting to a changing workload and handling multiple tasks simultaneously
• BA/BS highly recommended
• Comfortable learning new software
• Very strong written and oral skills
• Self-motivated and positive, customer-oriented work mentality
 

Disclaimer:

OneCause is an equal opportunity employer and hires equally for culture fit and technical skills and experience. We value diversity at our company. If you have the aptitude and attitude, we can help you grow your career through training, mentoring, increasing responsibility, and being around other rock star team members. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.