Job type full-time
Full job description
Customer support representative-remote
Frontstream is seeking a customer support representative to join our growing customer support team.
Frontstream is the industry leading organization of saas fundraising solutions for nonprofitsWe provide an integrated, enterprise-wide fundraising platform for all your fundraising, auction, donor management, corporate social responsibility (csr), and payment processing needs via our leading social innovation productsOur team is collaborative, enthusiastic, and delivers on our promises.
Over 10,000 nonprofit and corporate customers use our intelligent engagement platformWe have been serving the nonprofit sector for more than a decade, and we love what we do!
As a customer support representative, you are the first point of contact for our clients as the face and voice of frontstreamYou will assist clients in the use of our products, its features, and show them how it can best be used to achieve fundraising successYou will act as the voice of the customer, communicating ideas and suggestion to our internal product and development teams to improve our product and services.
In this role you will learn our products, our customers and our companyThis role will provide you the foundation needed to grow your career within frontstream.
The successful candidate:
The successful candidate is someone looking for an opportunity to learn, contribute and growYou are a self-starter, you come to work with energy each day for the opportunity to help our wonderful customers do goodYou have empathy and respect for customers and a genuine desire to help them successYou are curious and a learnerYou are a problem solver not a question answererIf you don’t know the answer, no problemYou know where to find it or you love to roll up your sleeves and dig to discover the solutionYou are friendly, helpful and politeYou don’t just solve the question a customer asks but you intuit what they really need and what their next question is likely to beYou are confident and robust and can work effectively to calmly help customers thru difficult or stressful situations.
Work with users to identify, troubleshoot, and resolve issues as well as collect feedback that will help improve our products
You help our customers succeed using our platform
Manage and resolve support requests over the phone and email
Update and create knowledge base articles, short videos or other content that may help future customers
Identify improvements to the system and communicate them to the product team
Provide a positive, friendly and personalized experience to each customer who reaches out to us
Job requirements include:
College degree preferred
Previous customer service/contact experience
Strong written and verbal communication skills
You are comfortable with technology
Demonstrates problem solving skills
True passion for helping others and an appreciation for solving challenging technology related problems
A team player who can stay cool under pressure
Easy commuting distance from our reston office
The company is headquartered in reston, va.
Frontstream is an equal opportunity employerThe successful applicant will have proven eligibility to work in the united states.