Agent, Technical Support

Blackbaud is hiring an Agent, Technical Support to join its Customer Support team in Hyderabad. The role involves investigating and resolving complex customer issues by combining technical troubleshooting with a strong understanding of customer needs and business impact.

The selected candidate will work directly with customers to diagnose technical problems, troubleshoot web applications and integrations, analyze logs, and use tools such as Postman and browser developer tools.

The role also involves managing customer cases, documenting solutions, collaborating with senior support teams, and delivering high-quality technical assistance across phone, chat, and ticketing channels.

Key Responsibilities

• Case Ownership & Technical Troubleshooting

Investigate and resolve complex customer technical issues.

Perform root cause analysis beyond scripted troubleshooting.

Use browser developer tools, Postman, and log analysis to diagnose problems.

Troubleshoot authentication issues involving SSO and MFA.

Develop an understanding of product behavior, integrations, and common technical failures.

Manage customer cases from initial investigation to resolution.

Maintain clear documentation of investigation steps and outcomes.

Escalate complex issues with detailed technical summaries.

• Knowledge Management & Continuous Learning

Create and maintain technical knowledgebase articles.

Follow Knowledge-Centered Service (KCS) practices.

Improve troubleshooting skills through hands-on learning.

Identify recurring technical issues and patterns.

Stay updated with product releases, features, and customer requirements.

• Customer Support & Communication

Provide technical assistance through phone, chat, and ticketing systems.

Guide customers through troubleshooting and resolution steps.

Handle multiple chat conversations while maintaining service quality.

Provide timely updates on case progress.

Prioritize customer issues based on urgency and business impact.

Maintain professional communication with technical and non-technical customers.

• Global Support Operations

Work according to US business hours to support North American customers.

Collaborate with global support teams across North America, the UK, India, and Australia.

Participate in after-hours support rotations when required.

Provide coverage during selected holidays based on business requirements.

• Tools, AI & Automation

Use internal support tools and AI-enabled resources to improve efficiency.

Apply automation tools to improve response times.

Use AI responsibly while validating technical information.

Manage workload while maintaining accuracy and accountability.