Tier 2 Technical Support

2 weeks ago


Remote, Canada Ascend Fundraising Solutions Full time

**WHO WE ARE**

Founded in 2010, Ascend Fundraising Solutions online and in-venue fundraising platform and solutions have been used by some of the world’s most notable non-profit organizations such as United Way, Vancouver Canucks foundation, Canadian Olympic Foundation, Canadian Institute for the Blind, Kansas City Chiefs foundation, Boston Red Sox foundation, Big Brothers Big Sisters, Thunder Bay Regional Health Science Foundation, Arizona Humane Society and many others.

We are disrupting the fundraising model by helping charitable organizations, raise funds by using our electronic raffle solutions, raise recurring donations, build on their donor datasets, build deeper engagement from their donor databases, and achieve record donor revenues.

As a leading provide of strategy and technology for 50/50 raffles, sweepstakes, and Catch the Ace raffles, we’ve helped over 500 charitable organizations raise over $800 million on our platform to date, and we’re only just getting started.

**YOUR ROLE**
- Install equipment in venue for new and existing clients
- Frequent travel to customer sites in Canada and the United States
- Provide Tier 2 technical support services to customer on a shift scheduled basis via phone and/or remote support.
- Maintain rapport with customers by examining customer issues, identifying solutions and suggesting improved methods and techniques.
- Document service and installation actions by completing forms, reports, logs, and records.
- Maintain customer confidence by keeping service information confidential.
- Support operations and organization mission by completing related tasks as needed.
- Demonstrate and train customers on all facets of the system.
- Provide on-site technical service and game/event day support for our Tier 1 customers as required.
- Customer support could be between 9am-1am, 7 days a week on a rotating schedule

**Desired Skills and Experience**
- Good oral and written communication skills.
- Some technical background and basic understanding of various computer technologies.
- Ability to travel freely between the US and Canada
- Proven ability to work in a small, fast-paced, results oriented company
- Good interpersonal skills and the ability to work within a collaborative team environment
- Valid G driver’s license or equivalent
- Ability to work evenings and weekends
- Knowledge of Amazon AWS as asset
- Knowledge of credit card payments/ecommerce systems an asset
- Experience with raffle, gaming or sports betting systems an asset

**WHY WORK AT ASCEND?**
- Ascend is a market leader in the fundraising solutions sector and have a proven and highly regarded senior management team
- A team that is intellectually curious, dedicated, and has a willingness to get the job done
- Opportunity to get in at the ground level and have a significant direct impact to the business in the short and long term
- Help grow a company that helps charities and NPOs fund their charitable causes
- Beautiful, downtown Toronto office with lake views and close proximity to transit
- Competitive compensation package, including your preferred hardware
- Hybrid work environment

**Salary**: From $45,000.00 per year

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekend availability

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Customer support: 2 years (preferred)
- Technical support: 2 years (preferred)

Willingness to travel:

- 25% (preferred)

Work Location: Remote



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