Client Support Specialist

About SmartSimple & Foundant 

At SmartSimple and Foundant Technologies, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments. 

With the recent merger of SmartSimple and Foundant Technologies, we’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.  

Where You’ll Work: 

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive. 
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.  

What You’ll Do:

• Professionally and thoroughly address clients’ software questions via phone calls, chats, and emails, prioritizing those in Service Learning Agreement (SLA) breach.
• Able to execute day-to-day, as you’ll answer and solve client questions, collaborate with internal team members to find software solutions, escalate software issues when they arise, and contribute to the continued satisfaction of our clients
• Develop and maintain a high degree of Foundant product knowledge.
• Ensure client handoffs between team members with and external from support go smoothly.
• 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.
• Enable cross-team communication with leadership and other team members.
• As directed, provide internal and external training on selected Foundant software products and the feature/function of these products.
• Contributor to continuous process improvement within and between all areas of Client Support.
• Work with Support Specialist team to ensure consistent support is available during all available support hours.
• Assist with client-related projects.
• Other duties as assigned.

What You’ll Bring to our Team Dynamics:

• Proficiency in communicating professionally, clearly, and effectively with not only clients, but the Foundant team, from executives to interns
• Refine professional skills at a high level that can be translated into any future role
• Establish expert level proficiency in all Foundant’s software products
• Determine direction through structured professional growth opportunities within a software company.

What You’ll Need:

• At least one year in client and/or customer service in an IT services company and/or related industry.
• Familiarity with Customer Relationship Management (CRM) software.
• 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