Customer Support, Staff

Role Overview

As a Customer Support at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support.

What You Will Do

Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues. Troubleshoot software incidents, escalate complex or code-related issues to Sustained Engineering as needed.

Why It Might Be a Fit

You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience.

Requirements

• Hands-on experience in Technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
• Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk).
• Excellent written and verbal communication skills.
• Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
• Customer-first mindset with a commitment to delivering exceptional service.
• Ability to collaborate across teams and manage multiple priorities in a fast-paced setting.
• High school diploma required; additional technical certifications or coursework are a plus.

Benefits

• Flexible remote or hybrid work culture
• Equal opportunity employer
• Inclusive work environment
• Career development opportunities