Tier 1 Support Specialist

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

Join us as a Tier 1 Support Specialist, where you'll play a pivotal role in ensuring seamless experiences for Bonterra software users. Your dedication to exceptional customer service will shine as you engage with our customers through email, chat, and telephone channels, addressing their needs promptly and professionally. Collaborating closely with internal teams, you'll troubleshoot technical issues, escalate concerns, and ensure that every customer interaction is logged accurately in our ticketing systems.

Responsibilities:

• Master one or more Bonterra software products to provide expert assistance.

• Deliver top-notch customer support across email, chat, and phone channels.

• Respond swiftly and accurately to customer inquiries with professionalism.

• Identify and escalate technical issues to internal support teams.

• Ensure timely escalation of tickets to appropriate departments.

• Document all customer interactions meticulously in Salesforce.

• Foster collaborative relationships within the Customer Support team and across departments to meet customer needs effectively.

Requirements:

• Minimum of 1 year of Customer Service experience, driven by a passion for customer satisfaction.

• Familiarity with Salesforce, ZenDesk, Intercom, and/or NewVoiceMedia is advantageous.

If you're a customer-centric problem-solver eager to thrive in a dynamic, team-driven environment, seize this opportunity and apply now to become our Tier 1 Support Specialist!

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US base salary range: $40,000 - $47,000

Please note that the compensation range specified in this job posting is applicable to candidates based in the United States. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For international applicants, actual salary offers may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.

Our Culture:

Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Equity for ALL regular, full-time employees from individual contributors to management - share in our success!

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.