[ref. y45860300] Vancouver - Client Support Specialist

Overview:

Are you passionate about customer success and problem-solving? Do you thrive in a dynamic, fast-paced environment where you can help organizations maximize their technology investments? If so, we invite you to apply for the Client Support Specialist role at Boys & Girls Clubs of America (BGCA)!

About the Role

This is a great opportunity for someone who loves problem-solving, building relationships, and making a direct impact on the success of youth-serving organizations.

• Pacific Region (Collectively our support team covers regular support hours (9am
• 7 pm) and urgent on call hours (7 am
• 9am and 7 pm
• 10 pm ET).

Applicants based in Mountain or Pacific time zones are preferred.

Responsibilities:

What You'll Do

• Respond to and resolve inbound support requests via phone, email, and other platforms.
• Troubleshoot issues, identify root causes, and provide solutions to maximize MyClubHub adoption.
• Build trust and strong relationships with Club users through open and interactive communication.
• Maintain and update the MyClubHub knowledge base, creating clear, user-friendly help articles.
• Manage and document support requests in the designated technology platform.
• Support communities of practice to promote information sharing and best practices.
• Ensure the support team meets responsiveness SLAs, providing a seamless client experience.
• Work collaboratively with BGCA teams to enhance MyClubHub adoption and utilization.

• Leverage your knowledge of Salesforce and relational databases to assist Clubs with troubleshooting and best practices.
• Maintain Help Desk articles, ensuring accuracy with new product releases.
• Assist with special projects and cross-functional initiatives as needed.

Qualifications:

What You Bring

Education: Bachelor’s degree preferred.

Experience:

• - 2+ years in client/customer support.
• 2+ years of administrative support experience.
• Salesforce Administrator Certification required.
• Experience using Salesforce (1+ year required); experience with Traction Rec preferred.

Technical Skills:

• - Strong understanding of relational databases and data best practices.
• Advanced proficiency in Microsoft Office, especially Excel.
• Ability to quickly learn and adapt to new technologies and software platforms.

• Make a direct impact by supporting Boys & Girls Clubs nationwide.
• Work with cutting-edge technology in a mission-driven environment.
• Collaborate with a dynamic team dedicated to ensuring a great client experience.

• Work Environment:
• High-energy, multi-tasking environment with critical thinking and problem-solving demands.
• Physical Requirements:
• Ability to sit for extended periods, use a computer, and engage in regular client interactions.