Client Support Specialist - Fund Accounting

Foundant builds mission-critical software for the social good ecosystem, helping foundations, grantmakers, nonprofits, and community organizations streamline their work and maximize their impact. The Client Support Specialist - Fund Accounting will support clients by answering software questions, resolving issues, and providing training and cross-team coordination to ensure a strong client experience.

What you'll do:

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach
• Able to execute day-to-day, as you’ll answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients
• Develop and maintain a high degree of Foundant product knowledge
• Ensure client handoffs between team members with and external from support go smoothly
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution
• Strategize and problem solve with team members to ensure that clients have the best possible experience
• Enable cross-team communication with leadership and other team members
• As directed, provide internal and external training on selected Foundant software products and the feature/function of these products
• Contributor to continuous process improvement within and between all areas of Client Support
• Work with Support Specialist team to ensure consistent support is available during all available support hours
• Assist with client-related projects
• Other duties as assigned

What they're looking for:

• At least one year in client and/or customer service in an IT services company and/or related industry
• Familiarity with Customer Relationship Management (CRM) software
• Prior experience in finance or accounting, or demonstrated proficiency with accounting software
• Exceptional client satisfaction driven approach
• Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach
• Excellent verbal and written communication skills
• Excellent time management skills to handle multiple, concurrent tasks and deadlines
• Ability to learn new software quickly
• Experience with embracing change in a high-growth environment
• Previous work experience within Client Support at Foundant Technologies
• Bachelor's degree in related field
• Experience with Zendesk

Benefits:

• Remote-first workplace with flexibility to work where it suits you best
• Tuition reimbursements
• Lifestyle reimbursements
• Mindfulness and fitness initiatives
• Flexible PTO policy
• Structured professional growth opportunities
• Opportunities for professional and personal development
• Opportunities for internal mobility, including new roles, leadership opportunities, and department changes
• Employee recognition