Client Technical Support Specialist

6 months ago

Toronto, Canada Benevity Full time

**Meet Benevity**

Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering, grantmaking, employee resource groups and micro-actions, we help most of the Fortune 100 brands build better cultures and use their power for good. We're also one of the first B Corporations in Canada, meaning we're as committed to purpose as we are to profits. We have people working all over the world, including Canada, Spain, Switzerland, the United Kingdom, the United States and more

The Dedicated Client Technical Support Specialist provides advanced, personalized support to client administrators by leveraging in-depth knowledge of the Spark Product and Benevity's processes, alongside the specific details of the client's program. This role demands expertise in both the client's program and the Spark Product, ensuring effective collaboration with internal teams for high-quality, timely support tailored to client administrators' needs.

As an excellent communicator, this specialist collaborates closely with Client Success Managers, other technical support members, Project Managers, and various internal teams to deliver optimal outcomes for our clients and Benevity. With a talent for problem-solving, the specialist quickly identifies and communicates effective solutions, prioritizing consistent communication with client administrators to meet their needs effectively.

Building strong, trusting relationships with clients is fundamental, highlighting the specialist's role in providing a superior tier 2 support experience that our client administrators value.

**What you'll do**:

- Play a key role in maintaining Benevity's top-tier client success standards
- Enable clients to fully leverage Benevity and its product suite for successful outcomes
- Continuously develop expertise in Benevity's offerings
- Establish strong connections with client administrators
- Assist clients with reporting, configuration, product features, and process inquiries to support strategic objectives and program growth
- Support clients in daily program management and adapt to changes or new feature adoption
- Utilize knowledge of Benevity's products and processes for scalable, efficient solutions
- Identify trends in client requests to enhance Benevity's processes and products
- Foster positive relationships with both external and internal stakeholders for prompt, quality resolutions

**What you'll bring**:

- 3+ years in Client Support, Technical Support, or Account Management
- Strong communication and analytical skills, adept at synthesizing and articulating key points
- Exceptional written, verbal, and phone communication skills
- Client-focused with a dedication to quality outcomes
- Success-driven with a clear vision and organizational skills
- Proficient problem solver with a knack for process improvement
- Analytical, with an eye for both big picture and details
- Technically adept, willing to investigate and resolve challenges
- Familiarity with Access databases
- HTML knowledge is a plus
- Growth mindset, eager to learn and improve
- Professional, upholding high standards and timely project completion
- Flexible, knows when to adapt processes
- Results-oriented, resourceful, and committed to promises
- Positive, can-do attitude, adaptable to a fast-paced environment
- Motivated self-starter, effective independently and in teams
- Influential through relationships, expertise, and data
- Experience with B2B SaaS, technology, and a passion for nonprofits
- Background in community investment and employee giving programs beneficial

**Discover your purpose at work**:
We're not employees, we're Benevity-ites. From all locations, backgrounds and walks of life, who deserve more

Innovative work. Growth opportunities. Caring co-workers. And a chance to do work that fills us with a sense of purpose.

If the idea of working on tech that helps people do good in the world lights you up... If you want a career where you're valued for who you are and challenged to see who you can become

It's time to join Benevity. We're so excited to meet you.

**Where we work**:
At Benevity, we have developed a Community First approach that we design our people's experience around with goals to build a strong community and culture, achieve stellar execution of our business goals and social mandate, and ensure Benevity-ites thrive. For those who live within a reasonable commuting distance to an office, we can split our time working in the office and from home to optimize the opportunities of both, with the requirement that we spend at least 50% of the time in the office.

**Join a company where DEIB isn't a buzzword**

Diversity, equity, inclusion and belonging are part of Benevity's DNA. You'll see the impact of our massive investment in DEIB daily — from our well-supported employee resources groups to the exceptional diversity on our leadership and te

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