Agent, Customer Support

Customer Support Specialist (Associate B) As a Customer Support Specialist,you will solve complex customer issues by combining technical troubleshooting with a strong understanding of customer context and impact.You’llbuild technical capability over time while developing the judgment needed to deliver high-quality, customer-focused support. We’relooking for someone who is curious, analytical, and motivated to understand not just what is broken—but why—and how itimpactsthe customer experience. WhatYou’llDo Case Ownership and Technical Troubleshooting Investigate and resolve complex customer issues, understanding both the customer experience and the underlying technical cause Troubleshoot using tools such as browser developer tools, API clients (e.g., Postman), and log analysis Apply knowledge of authentication concepts such as SSO and MFA during diagnosis Build working knowledge of product behavior, integrations, and common failure patterns Developa strong foundationin troubleshooting across web applications and integrated systems over time Own cases end to end, ensuring clear, structured documentation of investigation steps, findings, and outcomes Escalate issues with concise, well-structured summaries that enable faster resolution by senior team members Identifyrecurring issues, trends, and patterns to improve support efficiency and product outcomes Knowledge Application and Continuous Learning Create andmaintainknowledgebase articles based on real customer issues and case patterns Apply Knowledge-Centered Service (KCS) practices as part of daily work Continuously build technical capability through hands-on troubleshooting and feedback Strengthen analytical thinking to connect issues across technical and functional areas as knowledge develops Stay current on product updates, new features, and evolving customer needs Deliver Customer Support Across Channels Provide support across phone, chat, and ticketing channels, adapting your approach to each Guide customers through solutions clearly and confidently, including live troubleshooting scenarios Manage multiple chat conversations whilemaintainingaccuracy, quality, and composure Providetimely, meaningful updates with a clear path to resolution for every case Prioritize work based on customer impact and urgency, balancing speed with quality of resolution Work in a Global Support Model Align to US business hours to support North American customers Operate within a follow-the-sun model across North America, UK, India, and Australia Maintain reliability and consistency in coverage, including select holidays based on business needs Participate in after-hours support rotations as required by product, region, or team size Use Tools, AI, and Resources Effectively Leverage internal tools, automation, and AI-enabled resources to improve efficiency and response times Apply sound judgment when using AI and tools to ensure accuracy, relevance, and a strong customer experience Use these tools to support problem-solving and learning, not replace critical thinking Manage workload effectively whilemaintainingquality, accountability, and responsiveness WhatYou’llBring Experience 2–3 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support) Proven experience troubleshooting complex issues beyond scripted resolutions, including root cause investigation Required experience supporting customers across phone, chat, and ticketing channels in a professional environment Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support) Experience using case management or CRM tools (e.g., Salesforce, Zendesk) Strong written and verbal communication skills Familiarity with KCS, or willingness to adopt it quickly Experience in high-volume, primarily transactional support environments alone will not be sufficient for success in this role Technical and Analytical Capability Foundational understanding of troubleshooting across web applications, cloud platforms, or integrations Comfort using diagnostic tools to investigate issues, even when the path to resolution is notimmediatelyclear Basic understanding of authentication concepts (SSO, MFA) Strong analytical thinkingwith theability to connect technical and functional issues as knowledge is built Ability to learnnew technologiesquickly and apply them in a customer-facing context Preferred Exposure Exposure to or interest in: CRM and engagement platforms Financial systems or payment processing Education software or student systems APIs, integrations, or email deliverability Why This Role Build strong technical troubleshooting and problem-solving skills in a customer-facing environment Gain exposure to global support operations and enterprise customers Grow into more advanced technical, product-aligned, or specialized support roles Blackbaud powers social impact through purpose‑driven technology and responsible AI.

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