Technical Support Representative

AtFoundant, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combinedexpertisesupports a diverse range of organizations-from nonprofits and charitable entities to corporations and governments.

We’vecreated a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together,we’resetting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (Smart Simple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

• You’llprovide exceptional customer support to end users. Help customers resolve day to day challenges by delivering innovative and scalable resolutions.
• You will respond to email, online and telephone client support requests.
• You’ll troubleshoot,triageand resolve customer support issues;providing concise details to internal teams and to the customer
• You’llanalyzeeach issue for root cause,determining if the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.
• You’llcapture details of support requests in ticketing system powered by Zendesk.
• You’llensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
• You’llfacilitaterelationships across various customer teams, internalteamsand departments to further strengthen our customer partnerships.
• You’llhelp test fixes provided by the Development team and incorporate them into client systems.
• You’ll advocate new platform features andassistclients in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.
• Some travel may berequiredto provide customer training. Travel is estimated to be less than 10%.
• Other duties as assigned.

• ABachelor’sdegree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience
• Minimum of one (1) year experience in a similar role.
• Successfully managed customer engagements to completion and client satisfaction.
• Exceptionally strong and professional communication skills.
• Must be client service oriented and believe in teamwork, collaboration,adaptability and initiative.
• Excellent follow-through with minimal management.
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.
• Demonstrable success in thinking strategically, executing tactically, while providing consistent andhigh levelsof client satisfaction and retention in a fast paced environment.
• Ability to interact both effectively with non-technical and technical users.
• Ability to prioritize and balance multiple tasks.
• Must be legally eligible to work in USA/Canada/Ireland/Spain.

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change.
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal…