Customer Support Representative

About the Job

Schedule: Monday-Friday, 8 am to 5 pm EST

Work Set-up: Hybrid (Onsite work in Clark, Pampanga)

About Us

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

Role Summary

As a Standard Apps Tier 1 Support Specialist, you will be the first point of contact for our customers, providing exceptional service and support. You will handle inbound calls and email inquiries, assisting customers with their questions, concerns, and product or service issues. Your role is crucial in ensuring customer satisfaction and loyalty by delivering timely and effective solutions.

Key Responsibilities:

• Customer Support: Handle incoming calls and email inquiries from customers, providing accurate and efficient solutions to their questions or concerns.
• Issue Resolution: Identify, troubleshoot, and resolve customer issues, escalating complex problems to the appropriate department when necessary.
• Product Knowledge: Maintain up-to-date knowledge of the company's products, services, policies, and procedures to provide accurate information to customers.
• Documentation: Accurately document all customer interactions and actions taken in the company's CRM system.
• Follow-Up: Conduct follow-up communication with customers to ensure their issues have been resolved, and they are satisfied with the service.
• Compliance: Adhere to company policies, procedures, and regulatory requirements to ensure customer data is protected and handled appropriately.
• Team Collaboration: Work closely with other team members and departments to improve service delivery and customer satisfaction.
• Performance Metrics: Meet or exceed individual and team performance targets, including response times, resolution rates, and customer satisfaction scores.

Qualifications:

• 3-5 years of experience in a contact center, technical support, customer service, or related field
• Proven experience providing technical support for SaaS or software applications required

Skills:

• Excellent English verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to remain calm and professional in stressful situations.
• Proficiency in using CRM software, email, and chat platforms.
• Multitasking and time-management skills.

Preferred Qualifications:

• Experience with multiple support channels preferred
• Experience in non-profit organizations is a plus
• Familiarity with ticketing systems, preferably Jira, is a plus
• Experience with Zendesk

Working Conditions

• Must be able to work flexible hours, including evenings, weekends, and holidays.
• Work is performed in a fast-paced contact center environment.

Why Bonterra

At Bonterra, we're building AI-powered tools to solve real human challenges—and we want teammates who share that enthusiasm. We value people who will champion AI and bring diverse perspectives from different industries, backgrounds, and cultures. Together, we create AI that breaks down barriers, empowers communities, and delivers better outcomes.

At this time, we are unable to consider candidates who require current or future sponsorship for employment authorization.

Our Culture

At Bonterra, we're innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. At Bonterra, we foster an inclusive, equitable culture where every team member belongs and contributes to meaningful impact. Read more about our values and culture here

Equal Opportunity & Accommodations

At Bonterra, we are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other characteristic protected by law.

If you require a reasonable accommodation during the application process, please submit here