Client Advocate

Company: LE-1000 Blackbaud
Location: Texas City
Posted on: June 19, 2022

Job Description:

The advocacy desk further supports the account management team and assists with questions relating to site functionality and programs that the CSRconnect platform supports. The advocacy staff is provided a knowledge base specific to each client program that is referenced to assist all users- employees, retirees, and program administrators. The advocacy desk is available via phone, email, and live chat even providing support to nonprofits partners.

Proficiently and consistently resolve basic issues for all solutions within their solution group

Quickly identify when issues are more complex and gather appropriate information to triage to senior team members to resolve

Author, edit and publish quality Knowledgebase content to improve customer self-service resources

Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal

Accurately link and categorize cases upon case closure to help inform root cause of customer contacts

Respond to new tickets with an initial response and attempt to resolve on the first contact

Gather necessary information to advance the case to higher-skilled support personnel when necessary

Author Knowledgebase content, utilizing KCS methodologies, to just-in-time publish or edit existing Knowledgebase solutions

Capture case trend data, through use of incident categorization fields, that help inform root cause of customer contacts

Report service incidents or service requests to internal groups, acting as the customer-facing liaison for all service-related needs

Be responsible for accuracy and timeliness of case notes, regular customer follow-up on open incidents, and quick resolution of reported incidents within customer expectations

Stay informed on product changes and rapidly learn information about product functionality changes

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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

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Keywords: LE-1000 Blackbaud, Texas City , Client Advocate, Other , Texas City, Texas