SSB Consulting Group LLC
Affinaquest powers colleges, universities, athletic departments, and academic medical centers to unlock their data potential. Offering innovative CRM software native to the Salesforce platform, a proprietary Customer Data Platform (CDP), and advanced analytics, Affinaquest equips clients to be the architects of their success-surfacing opportunities for increased and more personal engagement, resulting in meaningful revenue growth. The approach to innovation isn't about reinventing the wheel-it's about transforming it. This is the quest for affinity: driving lasting relationships that shape the future of advancement and athletics.
KEYFACTS •Market-leading Salesforce ISV in Institutional Advancement and Collegiate Athletics •The preferred next-gen Advancement solution of the "Top 300" fundraising institutions •15+ years in data warehousing, data quality, lifecycle hygiene, analytics, and CRM
POSITION DESCRIPTION SUMMARY
Affinaquest seeks a Technical Support Engineer. A successful candidate will, first and foremost, deliver an exceptional client experience. She/he will naturally partner with their support colleagues as well as the Advancement Development team, to resolve client issues in a timely manner, while cultivating a learning environment for our clients.
The Support Engineer serves as a business and technical support resource for clients. This position must develop and maintain a deep technical understanding of the Advancement Implementation and support process and the specific use-cases of clients. This position assists in troubleshooting and evaluating elevated client inquiries while proposing solutions based on the client requirements. The Technical Support Engineer is a strong communicator and critical thinker, who can quickly diagnose issues described by the client and implement suitable solutions. This position plays a pivotal role in ensuring world-class customer service, ultimately resulting in client engagement and retention, upsells, and high levels of client satisfaction.
The Support Engineer plays an integral role in maintaining healthy client relationships for the Advancement clients of Affinaquest. Reporting to the Senior Director of Client Management and Client Support, this individual will work within the Support team and the Advancement development team to resolve client issues and create educational content to help other clients avoid similar situations, delivering a high-quality client experience.
He or she must thrive in a fast-paced, innovative environment and have a proven track record of consistently delivering a quality client experience, resolving issues in a timely manner, and creating trusted relationships with clients.
They will thrive in a culture of continuous change and innovative disruption while operating in a highly collaborative and collegial culture. They will work cross-functionally from the most strategic to the most detailed level.
Individuals who thrive at Affinaquest exhibit the following success skills - Collaboration, Critical Thinking, Emotional Intelligence, Executive Presence, Growth Mindset, Intellectual Curiosity, Accountability, and Results Focus.
KEY RELATIONSHIPS
Reports to:
Senior Director of Client Management and Client Support
Other key relationships:
Works closely with the Advancement Development, Product Management, and Client Management teams
Requirements
MANDATORY QUALIFICATIONS TO APPLY
Possesses Salesforce Admin experience (2 years minimum) Customer Support (Tier 1 or 2) experience with a demonstrated track record to develop relationships 1- 2 years of CRM or relational database experience Strong written and oral communication skills Strong multi-tasking and organizational skills PRIMARY RESPONSIBILITIES AND ACTIVITIES INCLUDE:
Provides thoughtful and insightful customer service through organization, urgency, and product knowledge. Answers business and technical inquiries, diagnoses reported problems, recommends possible solutions, and follows issues through to resolution or escalation. Identifies root-cause deficiencies and is able to present preventative measures. Specific client support responsibilities may include, but are not limited to, the following: Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve Supports application break/fix incidents and patches existing issues. Quickly identify when issues are more complex and gather appropriate information to escalate to internal development resources Identify learning opportunities based on support topics to craft articles and videos for knowledge center Accurately capture case notes, document activities and manage cases in a clear, concise and actionable manner Experience in a facility with the following platforms: ScreenSteps, Zendesk, and Salesforce to ensure documentation can be constructed and published to our user community. Maintain knowledge of the Salesforce Release Cycle, current functionality and support the Product Management team to ensure staff get the proper training and knowledge share on Salesforce Administration. Proactively anticipate client issues, concerns, and prepares solutions before they become urgent. IDEAL ATTRIBUTES
Experience working with Advancement / Fundraising software a plus Support experience with a Salesforce ISV Partner Able to work non-standard business hours to align with international time zones (Australia) POSITION LOCATION
Corporate Headquarters: ASU SkySong, Scottsdale, AZ - Hybrid Office Policy: Employees near an office must be there on Tuesday, Wednesday, and Thursday to foster community and engagement.
TRAVEL REQUIRED
No
Affinaquest is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Salary Description
$60k-$75k
KEYFACTS •Market-leading Salesforce ISV in Institutional Advancement and Collegiate Athletics •The preferred next-gen Advancement solution of the "Top 300" fundraising institutions •15+ years in data warehousing, data quality, lifecycle hygiene, analytics, and CRM
POSITION DESCRIPTION SUMMARY
Affinaquest seeks a Technical Support Engineer. A successful candidate will, first and foremost, deliver an exceptional client experience. She/he will naturally partner with their support colleagues as well as the Advancement Development team, to resolve client issues in a timely manner, while cultivating a learning environment for our clients.
The Support Engineer serves as a business and technical support resource for clients. This position must develop and maintain a deep technical understanding of the Advancement Implementation and support process and the specific use-cases of clients. This position assists in troubleshooting and evaluating elevated client inquiries while proposing solutions based on the client requirements. The Technical Support Engineer is a strong communicator and critical thinker, who can quickly diagnose issues described by the client and implement suitable solutions. This position plays a pivotal role in ensuring world-class customer service, ultimately resulting in client engagement and retention, upsells, and high levels of client satisfaction.
The Support Engineer plays an integral role in maintaining healthy client relationships for the Advancement clients of Affinaquest. Reporting to the Senior Director of Client Management and Client Support, this individual will work within the Support team and the Advancement development team to resolve client issues and create educational content to help other clients avoid similar situations, delivering a high-quality client experience.
He or she must thrive in a fast-paced, innovative environment and have a proven track record of consistently delivering a quality client experience, resolving issues in a timely manner, and creating trusted relationships with clients.
They will thrive in a culture of continuous change and innovative disruption while operating in a highly collaborative and collegial culture. They will work cross-functionally from the most strategic to the most detailed level.
Individuals who thrive at Affinaquest exhibit the following success skills - Collaboration, Critical Thinking, Emotional Intelligence, Executive Presence, Growth Mindset, Intellectual Curiosity, Accountability, and Results Focus.
KEY RELATIONSHIPS
Reports to:
Senior Director of Client Management and Client Support
Other key relationships:
Works closely with the Advancement Development, Product Management, and Client Management teams
Requirements
MANDATORY QUALIFICATIONS TO APPLY
Possesses Salesforce Admin experience (2 years minimum) Customer Support (Tier 1 or 2) experience with a demonstrated track record to develop relationships 1- 2 years of CRM or relational database experience Strong written and oral communication skills Strong multi-tasking and organizational skills PRIMARY RESPONSIBILITIES AND ACTIVITIES INCLUDE:
Provides thoughtful and insightful customer service through organization, urgency, and product knowledge. Answers business and technical inquiries, diagnoses reported problems, recommends possible solutions, and follows issues through to resolution or escalation. Identifies root-cause deficiencies and is able to present preventative measures. Specific client support responsibilities may include, but are not limited to, the following: Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve Supports application break/fix incidents and patches existing issues. Quickly identify when issues are more complex and gather appropriate information to escalate to internal development resources Identify learning opportunities based on support topics to craft articles and videos for knowledge center Accurately capture case notes, document activities and manage cases in a clear, concise and actionable manner Experience in a facility with the following platforms: ScreenSteps, Zendesk, and Salesforce to ensure documentation can be constructed and published to our user community. Maintain knowledge of the Salesforce Release Cycle, current functionality and support the Product Management team to ensure staff get the proper training and knowledge share on Salesforce Administration. Proactively anticipate client issues, concerns, and prepares solutions before they become urgent. IDEAL ATTRIBUTES
Experience working with Advancement / Fundraising software a plus Support experience with a Salesforce ISV Partner Able to work non-standard business hours to align with international time zones (Australia) POSITION LOCATION
Corporate Headquarters: ASU SkySong, Scottsdale, AZ - Hybrid Office Policy: Employees near an office must be there on Tuesday, Wednesday, and Thursday to foster community and engagement.
TRAVEL REQUIRED
No
Affinaquest is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Salary Description
$60k-$75k