Client Support Specialist

2 weeks ago

Charlottetown, Canada iWave Full time

**JD: Client Support Specialist**
**DEPARTMENT**: Client Success
**REPORTS TO**: Client Support Manager
**JOB STATUS**: Full Time (Salary)
**LOCATION**: Remote (USA or Canada) or On site (PEI)

**About Kindsight**:
Kindsight delivers what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time.

**Position Summary**:
We are looking for an excellent communicator who can help us continue building relationships with our users. Join us today and make a meaningful impact for charities and services in communities all around the world

**What You'll Do**:

- Analyze, track and resolve customer questions in a prompt and accurate manner to ensure the highest level of client satisfaction
- Assist in the setup of Kindsight products within integrated system
- Contributing to the knowledge base and creating user-friendly help articles, documentation, tutorials, videos, guides, etc.
- Work with the onboarding team to bring best-in-class value training to our amazing clients
- Prioritize issues based on severity and customer impact
- Maintaining and expanding knowledge of Kindsight's products, staying up-to-date with new functionality and compliance changes
- Build and maintain positive client experience, perception, and satisfaction
- Work in a collaborative team environment to enhance customer and internal knowledge of Kindsight products
- Other related duties, as assigned

**What We're Looking For**:

- 5+ years’ work experience in a related role demonstrating excellent analytical, organizational and a high amount of emotional intelligence
- Exceptional verbal and written communication skills, and the ability to explain complex concepts to non-technical people. Demonstrating empathy and patience in every customer interaction
- Basic understanding of desktop software and network infrastructure with an emphasis on how technology works within small to mid-sized organizations
- Excellent time management and prioritization skills in continually changing work environment
- Experience and understanding of cloud-based solutions (SaaS)
- Willingness to learn - enthusiastic and willing to do whatever it takes to get the job done

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