Standard Apps Tier 1 Support Specialist

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

As a Standard Apps Tier 1 Support Specialist, you will be the first point of contact for our customers, providing exceptional service and support. You will handle inbound calls and email inquiries, assisting customers with their questions, concerns, and product or service issues. Your role is crucial in ensuring customer satisfaction and loyalty by delivering timely and effective solutions.

Key Responsibilities:

• Customer Support: Handle incoming calls and email inquiries from customers, providing accurate and efficient solutions to their questions or concerns.

• Issue Resolution: Identify, troubleshoot, and resolve customer issues, escalating complex problems to the appropriate department when necessary.

• Product Knowledge: Maintain up-to-date knowledge of the company's products, services, policies, and procedures to provide accurate information to customers.

• Documentation: Accurately document all customer interactions and actions taken in the company's CRM system.

• Follow-Up: Conduct follow-up communication with customers to ensure their issues have been resolved and they are satisfied with the service.

• Compliance: Adhere to company policies, procedures, and regulatory requirements to ensure customer data is protected and handled appropriately.

• Team Collaboration: Work closely with other team members and departments to improve service delivery and customer satisfaction.

• Performance Metrics: Meet or exceed individual and team performance targets, including response times, resolution rates, and customer satisfaction scores.

Qualifications:

• Experience: Previous experience in a contact center, customer service, or a related field is preferred.

• Skills:

  • Excellent verbal and written communication skills.

  • Strong problem-solving and critical thinking abilities.

  • Ability to remain calm and professional in stressful situations.

  • Proficiency in using CRM software, email, and chat platforms.

  • Multitasking and time-management skills.

Preferred Qualifications:

• Experience with Zendesk.

Working Conditions:

• Must be able to work flexible hours, including evenings, weekends, and holidays.

• Work is performed in a fast-paced contact center environment.

Compensation

Our Culture:  At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.