Technical Support Representative

About the role

As a Technical Support Representative at Foundant, you will deliver high‑quality assistance to users of our nonprofit‑focused software solutions. Working remotely, you will help customers overcome daily challenges and ensure they get the most out of our platform.

Key responsibilities

• Respond to email, online chat, and telephone support requests.
• Troubleshoot, triage, and resolve technical issues, documenting details for internal teams and customers.
• Analyze root causes and recommend software or process improvements.
• Log and manage tickets in Zendesk, meeting agreed Service Level Agreements.
• Collaborate with customer, internal, and development teams to strengthen partnerships.
• Test and verify fixes provided by the Development team.
• Promote new platform features and assist clients with upgrades and configuration changes.
• Provide instruction and documentation to ensure successful adoption.
• Occasional travel (<10%) for customer training.
• Perform other duties as assigned.

Required profile

• Bachelor’s degree in a STEM field or equivalent experience.
• At least one year of experience in a similar technical support role.
• Proven ability to manage customer engagements to completion with high satisfaction.
• Strong analytical mindset and attention to detail.

Required skills

• Zendesk ticketing system.