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 product knowledge across both GivingData and GLM/SLM, ramping on GivingData first before cross-training into GLM/SLM.
Support the implementation of new GivingData, GLM/SLM clients as needed, in addition to ongoing support responsiblities, ensuring a smooth transition from onboarding into day-to-day support.

Handle frontline support tickets that are in Service Level Agreement breach.

Collaborate with and assist other members of the global Support team, including regular partnership with US and Australia-based colleagues during timezone overlap.

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 their features/functions.

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.

Enabler in cross-team and cross-department communication with leadership and other team members.

Collaborate with the Escalations team to resolve and advise on complex technical issues.

Contribute to and lead continuous process improvement within and between all areas of Client Experience.

Other duties as assigned.

What You’ll Need:

3-5 years of experience in support or implementation roles specifically (general customer service experience alone is not sufficient).

Bachelor's degree in a related field preferred.

Direct experience in the philanthropic sector (grant making, scholarship administration, fund accounting, donor relations) is a strong differentiator, though not required.

Familiarity with Customer Relationship Management (CRM) software, experience with Zendesk preferred.

Familiarity with Agile Project Management software tools such as Confluence and Jira preferred.

Legally eligible to work in Ireland or the UK.

What You’ll Bring to our Team Dynamics:

Adaptive Achievement

Keen attention to detail for accuracy, delivering on internal and external requirements with a time-sensitive approach.

Strong time management skills to juggle multiple, concurrent tasks and deadlines with ease.

Productive Collaboration

Comfort working as part of a distributed, global team - partnering regularly with US and Australia-based colleagues during time zone overlap.

Strong client relationship-building skills alongside standard technical support experience.

Service Orientation

An exceptional, client satisfaction-driven approach to every interaction.

Excellent verbal and written communication skills, adaptable across different client audiences.

Business Insight

Strong technical aptitude and the ability to learn software programs and analyze data.

Comfort ramping across multiple products (GivingData, then GLM/SLM), building a working knowledge of how each supports clients' philanthropic missions.

Active Learning

A growth mindset and openness to cross-training into new product areas as the role and region develop.

Why You’ll Love Working at 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, 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!

Foundant is an equal opportunity employer, 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.

Foundant is 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.

Support Consultant EMEA

Benefits

Job Description