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Customer Support Analyst
OmaticCustomer Support Analyst responsible for assisting non-profit customers and resolving inquiries through Omatic's product suite. Focus on customer satisfaction and thorough documentation while maintaining performance metrics.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in the Omatic Product Suite while providing exceptional customer support. Capable of identifying upsell opportunities and managing case lifecycles effectively.
Highest-signal resume keywords
Customer Support ExperienceStrong Communication SkillsProficiency with Salesforce Service CloudProficiency with The Raiser’s EdgeB2B SaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Warm Customer InteractionsKnowledgeable Responses
Tools & Technologies
Salesforce Service CloudThe Raiser’s EdgeFinancial Edge
Industry Keywords
Product AmbassadorCase ManagementDocumentation GapsSLA ManagementUpsell Opportunities
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Act as a Product Ambassador for the Omatic Product Suite
- Demonstrate expertise when discussing each Omatic product offering
- Remain educated on updates and enhancements to each product in alignment with release dates
- Identify opportunities for upsell or risk mitigation
- Resolve basic cases across all Omatic solutions
- Provide links and identify gaps in documentation for self-service solutions
- Identify complex issues and traffic them to appropriate teams
- Capture case notes, document activities, and manage case lifecycle
- Provide warm, friendly, and knowledgeable responses to customers
- Maintain 1st response SLA of 2 hours for over 98% of cases
Requirements
What you’ll need- Customer support experience preferred but not required
- Strong communication skills
- Proficiency with Customer Support tools such as Salesforce Service Cloud preferred but not required
- Proficiency with Blackbaud’s The Raiser’s Edge or Financial Edge preferred but not required
- Previous support troubleshooting or B2B SaaS experience preferred but not required
Benefits
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities