The Chance
As a Solutions Specialist your primary objective is to support the delivery and maintenance of optimal web solutions for our charity clients. You’ll achieve this by working closely with our wider professional services and customer success teams to build dynamic project implementations and provide timely and accurate support to client queries.
The Role
- Diagnose and identify solutions to client requests and issues
- Conduct initial investigation of any issues flagged & work with the wider team where required to fully understand the issue or task in order to provide the optimal solution
- Effectively communicate with clients via multiple channels such as email, phone and support ticketing software to quickly get a comprehensive understanding of their question/issue and provide timely updates on progress to a solution
- Provide timely and accurate customer feedback
- Train and Educate customers through required steps to resolve a problem to help facilitate knowledge transfer to customers
- Timely follow up with clients to ensure solution is adequate and problem is resolved
- Upskill in current product functionality to efficiently support clients with implementation
- Assist with ongoing platform training for existing customers
- Manage multiple cases and requests at one time
- Provide phone support
- Implement and maintain web page content: build pages using the platform’s inbuilt page builder module
- Design and build out event registration flows using the platforms inbuilt entry form generator and adding in any custom styling and web forms as needed
We think you\'ll be successful if you
- Have a problem solving mindset to investigate and provide support solutions
- Have a strong understanding of content management systems (CMS’s) and web technologies including HTML, JS & CSS
- Are technically minded, with some experience/understanding of different areas of digital (for example Google Analytics, User Experience, frontend development, web design, etc)
- Have a keen design eye for the visual display of content on websites and (whilst not needing to be a designer) are confident is using page builders to set up great looking web pages
- Have experience with SQL queries (not an expert but some experience and be willing to learn)
- Have great time management
- Have excellent communication skills and are proactive in updating team members on the status of your workload
- Are confident working on a variety of customer projects & queries at any one time and confident in knowing when to escalate an issue
- Have experience in using bug tracking software (eg Bugherd, Jira)
- Are highly detailed orientated & comfortable writing detailed handover points on any project or specific issue when escalating to a senior team member
- Have excellent English writing skills when communicating both internally and externally
- Have a positive personality, a desire to learn current things and are proactive and excited to play a key role in your team
We offer
- Competitive annual salary package $60,000 - $78,000
- Flexible working hours and conditions
- Health and wellness benefits
- Bonus leave days
- A vibrant workplace with regular social activities and easy access to public transport
- Opportunity to join one of the fastest-growing global tech startups in the impact sector
The Funraisin Team
We feel it is important to not just talk about the roles and responsibilities but to also talk about the kind of people who form our global Funraisin team.
We are incredibly proud of our amazing like-minded team who are equally passionate about what they do - some have come from world-renowned tech giants such as Google and Airbnb, others from the highest awarded digital agencies and others from inside some of the world-leading nonprofits.
Together we build world-class products that aim to accelerate the transition to a better world by connecting people to causes.
There’s one thing we all share in common, we get a kick out of seeing, and feeling, the impact of our work and we have a ton of fun doing it.
Seniority level
- Entry level
Employment type
- Full-time
Job function
- Sales and Business Development
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📌 Solutions Specialist
🏢 Funraisin
📍 City of Sydney