ROLES RESPONSIBILITIES Role Description Reports to Manager Donor Engagement Experience Salary Same range as Saritha P S Backfill Donor Experience Specialist Role Summary As a Donor Experience Specialist you are the face of Charitable Impact and the first point of contact for our users which include donors communities companies and charities You are an enthusiastic and driven brand ambassador who nurtures giving journeys through inbound emails calls and chats Support includes educating users on Charitable Impact s features empowering communities with fundraising strategies processing transactions and managing ongoing relationships As a member of our Donor Engagement and Experience team you confidently and consistently promote Charitable Impact s products and services while providing excellent user support What You ll Do Provide an empowering experience for all general inbound support communication Educate and consult with users and prospects to help them identify and adopt new features and tools that support their giving and fundraising goals e g fundraising pages live donation matching etc Provide a consistent and exceptionally high level of service that includes processing transactions and administrative tasks in an efficient accurate and friendly manner Manage and nurture donors and other users while identifying opportunities to promote Charitable Impact s services and offerings e g Charitable Investment Program Cause Funds etc Proactively engage with users and communities to increase adoption engagement and retention while exploring opportunities for growth and collaboration Assist in developing processes that scale with the customer experience in mind including Charitable Impact s support transactional systems Actively listen to our users empathize with their experience and collect their feedback to share with internal teams Seek ways to improve and implement internal systems that strengthen efficiency and ensure smooth and collaborative team operations Actively contribute to the creation and ongoing maintenance of team documentation including process guides workflows and projects Our Ideal Candidate Exhibit values of trust teamwork and accountability Outstanding oral and written communication skills Ability to manage multiple clients projects and priorities in a fast-paced environment 3 years experience in a client-facing role Bachelor s degree Strong relationship-building skills grounded in emotional intelligence with a resultsdriven mindset and a track record of meeting and exceeding goals Overcomes objections by providing answers and solutions that match our capabilities A proven self-starter who takes initiative and thrives in a remote role collaborating with team members Strong consultative skills with the ability to uncover user needs anticipate potential challenges and develop tailored solutions or creative workarounds Experience in client development coaching or mentorship Assets Experience in fundraising philanthropy or the charitable sector Experience in marketing Experience in the financial space or a technology startup environment Fluency in French oral and written Non-negotiables Highly reliable high-speed internet connection for uninterrupted phone calls live chats and Zoom walkthroughs Quiet professional home working setting suitable for both phone and video calls Ability to de-escalate challenging situations with users and resolve complaints with empathy and tact Available to work non-traditional hours aligned with North American time zones PST EST including adjusting your schedule when daylight savings time begins or ends Demonstrated experience working with North American companies and customers with a strong understanding of cultural nuances in communication and service delivery Requirement Flexibility to provide support during Giving Season December our busiest period which may include coverage on Christmas Eve Day and New Year s Eve Day EXPERIENCE 8-11 Years SKILLS Primary Skill Application Support Engineer Sub Skill s Application Support Engineer Additional Skill s Application Engineer Application Support Engineer Managed Services-L2 Support

📌 Application Support Engineer (lead) (Karnataka)
🏢 Infogain
📍 Karnataka