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Job Information
Job title

Technical Support Analyst

Company Blackbaud
Wage Not specified
Location United States, South Carolina, Charleston
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/10/2008
Description
Blackbaud is the leading global provider of software and services designed specifically for nonprofit organizations, enabling them to improve operational efficiency, build strong relationships, and raise more money to support their missions. Approximately 19,000 organizations — including the American Red Cross, Dartmouth College, the WGBH Educational Foundation, Episcopal High School, Lincoln Center, Cancer Research UK, Special Olympics, and Arthritis Foundation — use one or more of Blackbaud products and services for fundraising , constituent relationship management , financial management , direct marketing , school administration , ticketing , business intelligence , website management , prospect research , consulting , and analytics . Since 1981, Blackbaud’s sole focus and expertise has been partnering with nonprofits and providing them the solutions they need to make a difference in their local communities and worldwide. Headquartered in the United States, Blackbaud also has operations in Canada, the United Kingdom, and Australia. P ublicly traded on NASDAQ under the symbol BLKB, Blackbaud is a successful, growing company with more than 25 years of experience and annual revenue in excess of $250 million. For more information, visit www.blackbaud.com .



DAES (Date and Enrichment Services) Technical Support Analysts are responsible for providing support to clients (both external and internal) experiencing technical problems with Blackbaud Analytics products and Data Enrichment Services. The primary goal of the DAES TSA is to resolve client problems in the fastest and most efficient way possible, while working closely with other business units within Blackbaud in becoming subject matter expert on ResearchPoint.




Responsibilities of the Position Include:

· Provide phone , email, and Case Central support for clients regarding the installation and use of Data Enrichment Services and Blackbaud Analytics products.

· Accept cases from the DAES Support Clarify queue.

· Provide Support for clients of all maintenance levels include Priority Support and Enterprise clients.

· Effectively assess and prioritize cases by severity.

· Handle multiple issues in a fast-paced environment.

· Quickly learn new products and offerings through self-study and training classes.

· Create technical documentation in Knowledgebase, for client guides, and internal training classes

· Serve as a resource to help others in Target Analytics with their technical troubleshooting skills

· Working closely with Product Support Lead and Product Development to become subject matter expert on ResearchPoint and the Infinity Platform

· Provide detailed status reports on assigned projects and ongoing support both internal and external

· Serve as escalation for DAES Support with more technical SQL database issues, as well as network, hardware and operating system issues

· Monitor the DAES after hours BlackBerry and handle all critical or down client issues



Required Experience:

Required Job Skills

· Excellent written and verbal communication skills

· Able to work independently and as part of a team to achieve desired outcomes

· Self-motivated and able to learn with little direction

· Effective problem-solving skills, including a sense of urgency

· Ability to practice creative thinking

· Energy and enthusiasm

· Experience in troubleshooting networks, operating system, software and hardware issues

· Understanding of Windows-based software, Citrix applications, and Terminal servers





Desirable Job Skills:

· Microsoft and Network+ Certification is desirable but not required

· Linear troubleshooting ability

· Familiarity creating tables, queries, indices, and relationships, as well as importing and exporting data in MS Access

· Understanding of Microsoft SQL Server 2000/2005 and SQL statements

· Knowledge of VB\API

· Knowledge of Microsoft platformsdf-tc

Experience/Skills
See above

Other desired skills:
Technical Support Analyst