Technical Support Specialist - Kindsight

Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising.

Position Summary:

We are looking for an excellent communicator with a passion for researching technical issues who can help us continue building strong relationships with our user community. In this role, you’ll be the frontline problem-solver for clients using our Kindsight High Velocity platforms. You’ll handle technical troubleshooting cases, guide users through configuration issues, and collaborate with internal teams to ensure timely and effective resolutions. Join us today and make a meaningful impact for charities and services in communities all around the world!

What You’ll Do:

Responsible for providing client support for Kindsight products via email, telephone, and chat

Apply analytical skills and technical troubleshooting knowledge to solve user and product problems ranging from simple to complex

Analyze, track and resolve customer questions in a prompt and accurate manner to ensure the highest level of client satisfaction

Assist in the setup of Kindsight products within integrated system

Contributing to the knowledge base and creating user-friendly help articles, documentation, tutorials, videos, guides, etc.

Work with the onboarding team to bring best-in-class value training to our amazing clients

Prioritize issues based on severity and customer impact

Maintaining and expanding knowledge of Kindsight's products, staying up-to-date with new functionality and compliance changes

Build and maintain positive client experience, perception, and satisfaction

Work in a collaborative team environment to enhance customer and internal knowledge of Kindsight products

Other related duties, as assigned

What We’re Looking For:

1+ years’ work experience in a related role demonstrating excellent analytical, organizational and a high amount of emotional intelligence

Exceptional verbal and written communication skills, and the ability to explain complex concepts to non-technical people. Demonstrating empathy and patience in every customer interaction