Blackbaud
Agent, Customer Support
Edtech.com's Summary
- Investigate and resolve complex customer issues by understanding both customer experience and technical causes.
- Troubleshoot using browser developer tools, API clients like Postman, and log analysis.
- Apply authentication concepts such as Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
- Create and maintain knowledgebase articles and apply Knowledge-Centered Service (KCS) practices.
- Provide customer support across phone, chat, and ticketing channels with clear communication and timely updates.
- Align work hours to US business hours supporting North American customers in a follow-the-sun global model.
- Leverage internal tools, automation, and AI-enabled resources effectively while maintaining critical thinking.
- Require 2–3 years of B2B SaaS or enterprise technical support experience, with proven troubleshooting of complex issues.
- Must have experience with CRM or case management tools like Salesforce or Zendesk and strong written and verbal communication skills.
- Prefer exposure or interest in CRM platforms, financial systems, education software, APIs, integrations, or email deliverability.
Agent, Customer Support Full Description
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'll build technical capability over time while developing the judgment needed to deliver high-quality, customer-focused support.
We're looking for someone who is curious, analytical, and motivated to understand not just what is brokenâbut whyâand how it impacts the customer experience.
What You'll Do
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
Develop a strong foundation in 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
Identify recurring issues, trends, and patterns to improve support efficiency and product outcomes
Knowledge Application and Continuous Learning
Create and maintain knowledgebase 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 while maintaining accuracy, quality, and composure
Provide timely, 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 while maintaining quality, accountability, and responsiveness
What You'll Bring
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 not immediately clear
Basic understanding of authentication concepts (SSO, MFA)
Strong analytical thinking with the ability to connect technical and functional issues as knowledge is built
Ability to learn new technologies quickly 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
Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube â
Blackbaud powers social impact through purposeâdriven technology and responsible AI. Guided by our Intelligence for Good® vision, we're building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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