Financial Edge NXT Customer Support Senior Specialist

As a Financial Edge (FE) Customer Support, Senior Specialist you’ll take ownership of advanced, challenging, or complex cases and ensuring swift, effective solutions. You’ll assist with triaging defects and incidents, playing a crucial role in maintaining system reliability and performance. Additionally, you'll create and enhance Knowledgebase content for customer self-service, empowering users to resolve issues independently.

Your role balances working on complex or escalated cases and helping peers manage their workload efficiently, ultimately driving team success, enhancing overall support quality and customer satisfaction. As a Senior Specialist you will work closely with leadership, including the Principal to help drive initiatives and achieve outcomes.

What you'll do:

• Quickly resolving or triaging incidents.

• Handling complex non-FCR cases, focusing on reducing time-to-close (TTC) and surfacing future enhancements to reduce complexity.

• Achieving mentor goals for frontline and tenured agents, complementing the Team Lead's coaching efforts. You'll take direction from your manager and help achieve quantifiable targets.

• Filing defect tickets to Sustained Engineering and RDO, and attending triage meetings to discuss specific defects, in collaboration with the Principal.

• Serve as a backup to the Principal as needed which may encompass a variety of activities depending on time of year, workloads, and Principal availability.

• Assisting Team Leads and Managers with projects and initiatives as needed.

• Actively participating in swarm while using your experience and influence to coach and mentor both tenured and newer resources across all FE resources.

These responsibilities ensure you play a pivotal role in enhancing support quality and driving team success.

What you'll bring:

• 2-4 years of experience using, supporting, or consulting on Blackbaud Financial Edge software.

• Experience in a Customer Support Senior level role.

• Diplomatic and tactful in dealing with diverse people.

• Ability to work assigned schedules, including after-hours, weekend, or holiday coverage as required by business needs.

• Quick learner of new concepts and ideas.

• Critical thinker who asks insightful questions to facilitate problem-solving.

• Calming influence in tense situations, providing direction and guidance.

• Creative strategist who integrates unrelated information to develop innovative approaches.

• Keen insight into predicting behaviors across various situations.

• Effective strategist for complex cross-organizational projects.

• Adaptable in situations characterized by continual change.

• Decisive in quickly identifying key issues for important decisions.

• Proactive in anticipating obstacles and minimizing their impact.

• Forward-thinking in creating long-term strategies that anticipate customer needs.