The Bank of America Advanced Support Consultant is responsible for providing superior reactive and proactive support, ensuring the accuracy of our organization/charity records stored within our database, troubleshoot technical issues, identify program gaps, and to assist with standard configuration changes. This role requires great attention to detail, excellent problem-solving skills, web research, and strong communication

Key Responsibilities:

• Become an expert in each clients’ use of CyberGrants’ software, including any customizations and add-ons
• responsible for ensuring the accuracy of our organization/charity records stored within our database
• Respond to client calls and emails to resolve complex and unique problems in an extremely timely manner (meeting established levels of service including initial response time, time to close, etc.)
• Develop and cultivate strong relationships with contacts at all levels of the customer organization
• Email and hard copy follow-up of anomalous transactions
• Communication associated with ACH Failures, outstanding checks, stale checks, void/reissue requests and nonprofit organization inquiries across all programs.
• Handle void/reissue requests from nonprofits
• Email notifications and other communications associated with employee giving that are performed manually (as opposed to system-triggered email events)
• Manual adjustments of employee transactions
• Call center escalations support
• Redesignations and Employee Outreach
• Organization outreach for ACH communication
• Support for organizations in FrontDoor
• Supporting the organization vetting process for nominations and approvals
• General support for ACH payments initiatives
• Review FrontDoor payee updates on a regular basis and follow up

• 3-5 years of experience in a technical support/client management role in a SaaS or high-tech environment
• Possess a good working knowledge of relational databases (SQL preferred)
• Utilized Jira/Confluence, ZenDesk, or alternate ticketing tool
• Outstanding communication and analytical skills
• Problem solving skills with technical agility and creativity
• Interest in technology and a desire to solve problems independently
• Detail-oriented and well organized.