Technical Support Specialist
Posted on 4/3/2023
Donation & grant management platform
Canada • Remote
Experience Level
Desired Skills
  • 3+ years relevant experience in a Client Support, Technical Support or Account Management position
  • Strong communication and analytical skills: can synthesize the key points and articulate both the 'what' and the 'so what'
  • Excellent written and verbal communication skills as well as phone demeanor
  • Client-focused - is tenacious about finding and delivering quality results for our clients
  • Success-focused - defines a vision of success for each task and drives to this vision with keen organizational skills
  • You are a problem solver comfortable with building and improving processes and best practices
  • Problem solver - analytical; capable of seeing both the big picture and the fine detail to support clients and Benevity
  • Technically adept - not afraid to question and investigate so challenges can be resolved quickly
  • A basic knowledge of navigating, updating and reviewing Access databases
  • Knowledge of HTML would be considered an asset
  • A growth mindset always looking to learn new things and knows there is always better
  • Professional - has high standards (Benevity is a high-performance culture) and completes tasks and projects in accordance with these standards and timelines
  • Flexible - enthusiastic about using process to deliver but understands that there's a time and place to go with the flow
  • Results-oriented - is resourceful and proactive; and knows that delivering on promises is the basis of relationship health and longevity
  • Can-do attitude - happily takes on any relevant task; comfortable in a fast-paced, dynamic, growing company culture
  • Motivated self-starter that works well both alone and with a team
  • Great at influencing through strong relationships, expertise, and data. Knowledge of B2B SaaS software, technology experience, a passion for non-profits and an innovative mindset
  • Knowledge and experience in community investment and employee workplace giving programs is an asset
  • Multi-lingual will be considered an asset
  • Play a key role in ensuring Benevity develops and retains our industry best client success standard for our clients. They will enable our clients to better understand Benevity and Benevity's product suite to deliver successful outcomes while continuously developing their Benevity expertise
  • Build a strong relationship with their specific client administrator
  • Provide assistance to clients for reporting, configuration, product features, and process requests, which allows the clients to focus on meeting strategic objectives and growing their programs
  • Support their clients in the day-to-day management of their programs
  • Provide assistance to clients as their programs change, evolve, or as they adopt new features
  • Use knowledge of Benevity's products and processes to offer scalable and efficient solutions that meet their clients' needs
  • Identify trends in the requests from their specific Client to help identify improvements in Benevity's processes and products
  • Build positive relationships with external and internal stakeholders to enable quick and high-quality resolutions for our clients