What You'll Do:
- 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 Foundant product knowledge.
- Handle frontline support tickets that are in Service Level Agreement breach.
- Collaborate with and assist other members of the Support team.
- 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 the feature/function of these products.
- 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. 
- Contributor to continuous process improvement within and between all areas of Client Support.
- Other duties as assigned.
What You'll Need:
- At least one year in philanthropy (grantmaking, scholarship making, fund accounting, or donor relations preferred) OR client and/or customer service in an SaaS company and/or related industry.
- Familiarity with Customer Relationship Management (CRM) software, experience with Zendesk preferred.
- Exceptional client satisfaction driven approach.
- Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time sensitive approach.
- Excellent verbal and written communication skills.
- Excellent time management skills to handle multiple, concurrent tasks and deadlines.
- Ability to learn new software quickly.
- Experience with embracing change in a high-growth environment.
- Bachelor’s degree in related field preferred but not required.
- Prior philanthropic experience preferred but not required.
Why You’ll Love Working at SmartSimple + Foundant:
- At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change.
- We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
- With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
- We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams at both SmartSimple and Foundant, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
- As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals
- You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
- Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!
SmartSimple and Foundant are equal opportunity employers, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation.
In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, SmartSimple and Foundant are also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact hr@smartsimple.com.