Technical Support Representative

Foundant empowers mission-driven organizations to manage their data, workflows, and impact with comprehensive software solutions, supporting nonprofits, charitable entities, corporations, and governments to achieve their missions more efficiently.

Location: Remote (US, Canada, Ireland, Spain)

Responsibilities

• Provide exceptional customer support to end users.
• Respond to email, online, and telephone support requests.
• Troubleshoot, triage, and resolve customer support issues, providing details to internal teams and customers.
• Analyze issues for root cause, recommend solutions, and escalate to subject matter experts.
• Capture support request details in Zendesk ticketing system.
• Ensure support tickets are resolved promptly and meet SLAs.
• Facilitate relationships across customer and internal teams.
• Test fixes provided by the Development team and incorporate into client systems.
• Advocate for new platform features and assist clients with adoption, upgrades, and configuration changes.
• Travel may be required for client training, estimated less than 10%.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Technology, Engineering, Sciences, Mathematics (STEM) or equivalent experience.
• Minimum of one year experience in a similar role.
• Experience managing customer engagements to completion and satisfaction.
• Strong and professional communication skills.
• Client service orientation, teamwork, collaboration, adaptability, initiative.
• Excellent follow-through with minimal management.
• Strong analytical and problem-solving skills.
• Ability to think strategically and execute tactically, maintaining client satisfaction.
• Effective interaction with both technical and non-technical users.
• Ability to prioritize and manage multiple tasks.
• Legally eligible to work in USA/Canada/Ireland/Spain.

Benefits

• Competitive salary and benefits.
• Tuition and lifestyle reimbursements.
• Mindfulness and fitness initiatives.
• Flexible PTO policy.
• Opportunities for professional and personal development.
• Internal mobility and career growth.
• Autonomy and responsibility in work.
• Employee recognition culture.