Client Support Specialist

Full-time | Cincinnati, Ohio

Director of Technology

"Global Cloud lets me work hard, play hard, and get true satisfaction from being a part of a small company's evolution."

-Nik Stephens

About the Position

Working at Global Cloud is more than a job - you will be touching lives and having fun as we enhance DonorDrive.  By joining the Client Services team you will be supporting a product that is the gateway for nonprofits to fundraise like never before. Our creative environment is the right mix of serious quality work and fun that naturally leads to solutions for our clients. We are currently accepting resumes for future hiring events. 

 

ARE YOU A CUSTOMER SUPPORT SPECIALIST WITH STRONG TECHNICAL APTITUDE SEARCHING FOR PROFESSIONAL GROWTH AND PERSONAL FULFILLMENT? IF SO, WE WANT YOU!

As a Client Support Specialist with Global Cloud, you will be the face of the company serving as the liaison between clients and the DonorDrive Product Team.  You will be responsible for supporting and training clients on the DonorDrive platform.  Your daily responsibilities will vary, but you will be expected to:

  • Build and maintain positive relationships with clients
  • Keep current with DonorDrive product features and functionalities
  • Respond to client inquiries and issues via email, phone, and online chat messages within 24 hours
  • Lead DonorDrive training for new and existing clients
  • Troubleshoot client issues and escalate to designers and developers as needed
  • Document client feedback for DonorDrive Product Team
  • Communicate client needs to Account Managers and participate in client discussions as needed
  • Assist with new client implementations as needed, including ensuring new clients are aware of available DonorDrive resources and how to access them
  • Check the Client Services voicemail and email spam folder regularly to ensure all client inquiries are answered
  • Serve on the Emergency Support rotating schedule, being available (when on-call) to answer after-hours emergency client inquiries via the emergency phone

WE ARE LOOKING FOR THE RIGHT PERSON TO JOIN OUR TEAM. DO YOU POSSESS THE FOLLOWING?

  • Strong technical aptitude
    • Working knowledge of various web browsers, Windows and Mac operating systems, and computer programs
    • Strong critical thinking skills with the ability to identify and troubleshoot software and client issues
    • Familiarity with JIRA or similar bug tracking software preferred, but not required
  • Excellent verbal/written communication proficiency, with the ability to communicate technical concepts to clients and stakeholders in an easy to understand format
  • Strong presentation skills with the ability to present to diverse groups of various sizes and through different methods (phone, video, in-person)
  • Excellent customer service and interpersonal skills, with the ability to build and maintain positive relationships with clients
  • Ability to navigate sensitive client situations, with the capacity to compartmentalize emotional responses from the task at hand
  • Organization skills and strong attention to detail
  • Time management: ability to multi-task, prioritize workflow, and be flexible with changing priorities and a dynamic work environment
  • Eagerness to collaborate within and across teams
  • Initiative - motivation to seek out new responsibilities, learn additional skills, and stay abreast of changing design trends and techniques

 

IDEAL EXPERIENCE AND QUALIFICATIONS:

  • Bachelor's degree preferred
  • 1-3 years of related experience in a technical, customer-facing role

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AS PART OF OUR TEAM, YOU CAN EXPECT:

  • Enthusiastic collaboration and guidance
  • Open communication with respected team leaders
  • Opportunities to take on more and more challenging projects

 

No recruiters or staffing agencies, please.

 

Apply Now