Overview:
We are seeking an
**ASSOCIATE SUPPORT ANALYST** to join our growing team!
Responsibilities & Qualifications:
**Position Summary**
**A Day in the Life**
- Deliver an extraordinary customer experience that inspires satisfaction and exceeds expectations of knowledge, empathy, and professionalism.
- Support one product competency.
The analyst will independently resolve most low complexity support issues related to Event Management, Online Donations, Ticketing, Guest Management, and Silent Auction.
- Provide technical support to both internal and external customers by researching and answering questions, determining requirements, troubleshooting problems, and fulfilling inquiries.
- Assist with placement of orders, reporting, and collect payments from patrons/clients when necessary.
- Collaborate with internal experts as necessary to resolve issues.
- Offer alternative solutions where appropriate with the objective of retaining customers' business.
- Actively contribute toward new and updated knowledge content.
- Document troubleshooting steps recommended for each support ticket in a clear, concise, and efficient format.
- Collaborate with customers to appropriately identify additional Community Brands product & service solutions that help solve business needs.
- Achieve individual goals while contributing toward departmental goals for quality, issue resolution, productivity, and schedule adherence.
- Communicate effectively and efficiently in a fast-paced team environment.
- Communicate technology updates and best practices to internal customers.
- Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit have the actionable information needed to drive business decisions.
- Assist in second line technical support for ongoing events.
**We would love to chat if you have...**
**Qualifications**:
- College Degree preferred or has completed at least 2 years in college.
- With at least 1-2 years of related work experience.
- Passion and enthusiasm for delivering an extraordinary customer experience.
- Effectively communicate in a clear and concise manner.
- Prior experience with Microsoft Office 365 (Excel, Word, and Outlook) required.
- Prior experience with recent Microsoft Windows desktop operating systems and related experience preferred.
- Adherence to assigned schedule for managing cases thru multiple channels.
- Ability to handle changes to the platform and effectively communicate those changes to internal and external customers.
- Ability to work in a logical flow to isolate causes of problems and determine potential solutions.
- Confident ability to restate or rephrase questions to verify consistent comprehension of a problem.
- Ability to effectively prioritize and perform multiple tasks in a dynamic, fast-paced environment.
- Ability to quickly connect with people, establish rapport, express empathy and project confidence
Demonstrated ability to work collaboratively in a team environment.
Total Rewards:
About Us
- Community Brands - leveling the playing field between for-profits and purpose-driven organizations_
Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive.
Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations.
Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live.
With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands.
Through professional opportunity, we strive to give each person a clear path to success and personal growth.
We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
Why work here?
**Good People, Doing Good Things**: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work.
We dream big and are motivated to help our customers use the technology we create to improve the world around us.
At Community Brands, a great company awaits you...
- Market-Competitive Compensation
- Generous Allowances & Benefits
- Quarterly Performance Bonus
- Flexible Planned Paid Time Off
- Annual Leave Credit Conversion
- Medical Insurance
- Dependents' HMO Coverage
- Dental Coverage
- Comprehensive Life Insurance
- Casual Environment
- Purpose-Driven Culture
- Work-Life Balance
- Passionate About Community Involvement
- Equal Opportunity Employer
All persons hired will be required to:
- verify their identity,
- verify they are eligible to work, without sponsorship, in the country they are to be employed in, and
- complete any required employment eligibility verification form upon hire.