<h3>About the Role:</h3>

Every day at&nbsp;OneCause&nbsp;we help non-profits raise millions of dollars to make the world a better place.&nbsp;That&#39;s&nbsp;why we love our jobs! We are looking to expand our talent with professionals who are passionate, curious, helpful, and committed to making a difference.&nbsp;

The Support Analyst position focuses on case resolution&nbsp;of&nbsp;OneCause&nbsp;suite of products. Our Support Analysts help customers foster successful fundraising campaigns with&nbsp;timely, useful, and thorough conversation. Analysts share software best practices, investigate platform issues, and&nbsp;provide&nbsp;exemplary customer service.

Candidate Responsibilities: 
Field inbound customer cases and calls

<ul>
	<li>The primary duty of the Support Analyst is responding to customer queries and help requests, which arrive by phone, email, and chat functionality. The Support Analyst gathers information related to incidents or issues, then&nbsp;determines&nbsp;the root cause of the problem and devises solutions to resolve the customer&rsquo;s issue.&nbsp;</li>
</ul>

Deploy solutions to client issues

<ul>
	<li>Support Analysts directly resolve the customer&rsquo;s technical issues, if possible. This can include investigative testing and replicating noted errors. If the problem is simple to resolve, the Support Analyst may walk the customer through resolution steps. In any case, the Support Analyst&nbsp;attempts&nbsp;to develop and introduce a solution to the problem without further departmental involvement.&nbsp;</li>
</ul>

Document and log case investigation

<ul>
	<li>Support Analysts&nbsp;maintain&nbsp;detailed records of software issues and use these notes to diagnose and repair complex problems. They also&nbsp;provide&nbsp;these reports to the Product Department to track problems reported by multiple users. Additionally, the&nbsp;Support Analyst may examine records of a customer&rsquo;s history of software problems and offer suggestions to prevent future issues.&nbsp;</li>
</ul>

Identify and route escalations

<ul>
	<li>The Support Analyst escalates complex issues or problems outside of their field of&nbsp;expertise. These escalations include notes related to the problem, records of unsuccessful solutions, and any data gathered related to the customer&rsquo;s problem.&nbsp;</li>
</ul>

Develop internal and external Knowledge Base documentation

<ul>
	<li>The Support Analyst works alongside the Consultant team to create, edit, and distribute software documentation. These can include FAQ documents, best practices, as well as comprehensive tutorials. The Services department&nbsp;maintains&nbsp;documents&nbsp;containing&nbsp;procedures and best practices.&nbsp;</li>
</ul>

Assist clients post initial site launch with subsequent campaign launches

<ul>
	<li>The Support Analyst is called upon to&nbsp;assist&nbsp;clients in setting up their next&nbsp;campaign, when&nbsp;they are&nbsp;operating&nbsp;outside of their&nbsp;initial&nbsp;service package with a consultant. This requires extensive knowledge of campaign strategy and structure.&nbsp;</li>
</ul>

What you already know and skills you bring:

<ul>
	<li>Technical skills: excellent technical and computer skills are vital in this role.&nbsp;P2P&nbsp;Support analysts work directly with clients to resolve software issues. Basic knowledge of HTML, Canva, CSS, Salesforce and Salesforce integration are&nbsp;optimal&nbsp;for this position.&nbsp;</li>
	<li>Team collaboration: Support Analysts tend to work together to resolve client issues. Effective collaboration within the department is essential.&nbsp;</li>
	<li>Problem-solving skills: This role requires excellent technical and creative problem-solving skills. Support analysts develop and deploy solutions to customer issues and conduct troubleshooting.&nbsp;</li>
	<li>Time management: Support Analysts typically handle multiple cases at once.&nbsp;They should be able to effectively manage their time, set priorities, and resolve problems in a timely manner.&nbsp;</li>
	<li>Communication skills: Support Analysts prepare and&nbsp;maintain&nbsp;reports about platform behavior (internal) and&nbsp;frequently&nbsp;talk customers through steps they can take to resolve software issues (external).&nbsp;</li>
</ul>

Qualifications: 
&nbsp;

<ul>
	<li>Capable of&nbsp;maintaining&nbsp;a high level&nbsp;of independent work on detailed projects&nbsp;</li>
	<li>Ability to work in team environment with all management and staff levels&nbsp;</li>
	<li>Excellent organizational and time management skills&nbsp;Associates Degree&nbsp;or BA/BS from an accredited college or university&nbsp;preferred&nbsp;</li>
	<li>Software industry experience preferred&nbsp;</li>
	<li>Background in customer service, business analysis, or software quality assurance&nbsp;</li>
	<li>Experience with process flow and process improvement&nbsp;</li>
	<li>Self-motivated and positive, customer-oriented work mentality&nbsp;</li>
	<li>Excellent problem solving and analytical skills&nbsp;</li>
	<li>Passion for supporting non-profit organizations&nbsp;</li>
	<li>Strong customer relationship management skills&nbsp;</li>
	<li>Exceptional communication skills &ndash; written and interpersonal&nbsp;&nbsp;</li>
</ul>

&nbsp;

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

OneCause, Inc. is an Equal Opportunity Employer and does not discriminate with respect to recruitment, hiring, or any other status of employment on the basis of race, color, religion, sex, national origin, disability or any other category protected by law.

### **About the Role:**

Every day at OneCause we help non-profits raise millions of dollars to make
the world a better place. That's why we love our jobs! We are looking to
expand our talent with professionals who are passionate, curious, helpful, and
committed to making a difference.

The Support Analyst position focuses on case resolution of OneCause suite of
products. Our Support Analysts help customers foster successful fundraising
campaigns with timely, useful, and thorough conversation. Analysts share
software best practices, investigate platform issues, and provide exemplary
customer service.

**Candidate Responsibilities:**  
_Field inbound customer cases and calls_

  * The primary duty of the Support Analyst is responding to customer queries and help requests, which arrive by phone, email, and chat functionality. The Support Analyst gathers information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the customer's issue. 

_Deploy solutions to client issues_

  * Support Analysts directly resolve the customer's technical issues, if possible. This can include investigative testing and replicating noted errors. If the problem is simple to resolve, the Support Analyst may walk the customer through resolution steps. In any case, the Support Analyst attempts to develop and introduce a solution to the problem without further departmental involvement. 

_Document and log case investigation_

  * Support Analysts maintain detailed records of software issues and use these notes to diagnose and repair complex problems. They also provide these reports to the Product Department to track problems reported by multiple users. Additionally, the Support Analyst may examine records of a customer's history of software problems and offer suggestions to prevent future issues. 

_Identify and route escalations_

  * The Support Analyst escalates complex issues or problems outside of their field of expertise. These escalations include notes related to the problem, records of unsuccessful solutions, and any data gathered related to the customer's problem. 

_Develop internal and external Knowledge Base documentation_

  * The Support Analyst works alongside the Consultant team to create, edit, and distribute software documentation. These can include FAQ documents, best practices, as well as comprehensive tutorials. The Services department maintains documents containing procedures and best practices. 

_Assist clients post initial site launch with subsequent campaign launches_

  * The Support Analyst is called upon to assist clients in setting up their next campaign, when they are operating outside of their initial service package with a consultant. This requires extensive knowledge of campaign strategy and structure. 

**What you already know and skills you bring:**

  * Technical skills: excellent technical and computer skills are vital in this role. P2P Support analysts work directly with clients to resolve software issues. Basic knowledge of HTML, Canva, CSS, Salesforce and Salesforce integration are optimal for this position. 
  * Team collaboration: Support Analysts tend to work together to resolve client issues. Effective collaboration within the department is essential. 
  * Problem-solving skills: This role requires excellent technical and creative problem-solving skills. Support analysts develop and deploy solutions to customer issues and conduct troubleshooting. 
  * Time management: Support Analysts typically handle multiple cases at once. They should be able to effectively manage their time, set priorities, and resolve problems in a timely manner. 
  * Communication skills: Support Analysts prepare and maintain reports about platform behavior (internal) and frequently talk customers through steps they can take to resolve software issues (external). 

**Qualifications:**  


  * Capable of maintaining a high level of independent work on detailed projects 
  * Ability to work in team environment with all management and staff levels 
  * Excellent organizational and time management skills Associates Degree or BA/BS from an accredited college or university preferred 
  * Software industry experience preferred 
  * Background in customer service, business analysis, or software quality assurance 
  * Experience with process flow and process improvement 
  * Self-motivated and positive, customer-oriented work mentality 
  * Excellent problem solving and analytical skills 
  * Passion for supporting non-profit organizations 
  * Strong customer relationship management skills 
  * Exceptional communication skills - written and interpersonal  



**Disclaimer**

_The above statements are intended to describe the general nature and level of
work being performed by people assigned to this classification. They are not
to be construed as an exhaustive list of all responsibilities, duties, and
skills required of personnel so classified. All personnel may be required to
perform duties outside of their normal responsibilities from time to time, as
needed._

_OneCause, Inc. is an Equal Opportunity Employer and does not discriminate
with respect to recruitment, hiring, or any other status of employment on the
basis of race, color, religion, sex, national origin, disability or any other
category protected by law._

