[Hiring] Support Consultant @Foundant + smartsimple

Role Description

• Directly support the successful resolution of client tickets that come through Foundant's Support channels: chat, phone, and email.
• Develop and maintain a high degree of product knowledge across both GivingData and GLM/SLM, ramping on GivingData first before cross-training into GLM/SLM.
• Support the implementation of new GivingData, GLM/SLM clients as needed, in addition to ongoing support responsibilities, ensuring a smooth transition from onboarding into day-to-day support.
• Handle frontline support tickets that are in Service Level Agreement breach.
• Collaborate with and assist other members of the global Support team, including regular partnership with US and Australia-based colleagues during timezone overlap.
• 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.
• Monitor and assist in the triage of frontline support tickets, ensuring that clients get connected to the resource that best suits their needs.
• As directed, provide internal and external training on selected Foundant software products and their features/functions.
• Conduct and facilitate warm handoffs when needed to ensure the client has the right resource to match their needs.
• Documentation and note taking for relevant client interactions.
• Following up on tasks and projects arising from client interactions.
• Enabler in cross-team and cross-department communication with leadership and other team members.
• Collaborate with the Escalations team to resolve and advise on complex technical issues.
• Contribute to and lead continuous process improvement within and between all areas of Client Experience.
• Other duties as assigned.

Qualifications

• 3-5 years of experience in support or implementation roles specifically (general customer service experience alone is not sufficient).
• Bachelor's degree in a related field preferred.
• Direct experience in the philanthropic sector (grant making, scholarship administration, fund accounting, donor relations) is a strong differentiator, though not required.
• Familiarity with Customer Relationship Management (CRM) software, experience with Zendesk preferred.
• Familiarity with Agile Project Management software tools such as Confluence and Jira preferred.
• Legally eligible to work in Ireland or the UK.

Requirements

• Adaptive Achievement: Keen attention to detail for accuracy, delivering on internal and external requirements with a time-sensitive approach.
• Strong time management skills to juggle multiple, concurrent tasks and deadlines with ease.
• Productive Collaboration: Comfort working as part of a distributed, global team - partnering regularly with US and Australia-based colleagues during time zone overlap.
• Strong client relationship-building skills alongside standard technical support experience.
• Service Orientation: An exceptional, client satisfaction-driven approach to every interaction.
• Excellent verbal and written communication skills, adaptable across different client audiences.
• Business Insight: Strong technical aptitude and the ability to learn software programs and analyze data.
• Comfort ramping across multiple products (GivingData, then GLM/SLM), building a working knowledge of how each supports clients' philanthropic missions.
• Active Learning: A growth mindset and openness to cross-training into new product areas as the role and region develop.

Benefits

• At the heart of everything we do is a commitment to innovation and making a positive impact.
• Competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• Flexible PTO policy, allowing freedom to manage time in a way that supports personal well-being and professional success.
• Commitment to professional and personal development with opportunities to collaborate across teams.
• Opportunities for career growth within a larger organization, including exploring new roles and leadership opportunities.
• Autonomy and responsibility, empowering creative and independent work approaches.
• Employee recognition as a core part of our culture.