Technical Support Specialist

About Kindsight

Kindsight develops technology aimed at empowering fundraisers to make meaningful impacts. With decades of experience supporting sectors such as education, healthcare, and nonprofits, Kindsight offers fundraising tools backed by the industry's largest charitable giving database. The company stays at the forefront by utilizing real-time data and artificial intelligence (AI) to assist thousands of organizations globally in donor identification, management, and engagement at any scale. Its suite includes tailored CRMs that consolidate donor data and campaign tracking, proactive donor prospect research tools providing instant insights, and generative AI that crafts personalized content drafts efficiently, revolutionizing donor fundraising.

Position Overview

We seek a highly communicative individual passionate about investigating technical challenges and fostering strong relationships with our user base. As the frontline technical support for clients using Kindsight’s High Velocity platforms, you will manage troubleshooting cases, guide users through configuration, and collaborate with internal teams to ensure timely solutions. Join us to help charities and community services worldwide achieve greater impact.

Key Responsibilities

• Deliver client support via email, phone, and chat for Kindsight products.
• Utilize analytical and technical troubleshooting skills to address user and product issues ranging from simple to complex.
• Respond to customer inquiries efficiently and accurately to maintain high satisfaction levels.
• Assist in configuring Kindsight products within integrated systems.
• Develop and contribute to a knowledge base, including help articles, tutorials, videos, and guides.
• Collaborate with the onboarding team to provide high-quality client training.
• Prioritize technical issues according to their severity and impact on customers.
• Continuously update knowledge of Kindsight's products, including new features and compliance requirements.
• Maintain and promote positive client experiences and perceptions.
• Work cooperatively within teams to enhance customer and organizational understanding of products.
• Perform additional related duties as assigned.

Qualifications

• Minimum of one year experience in a similar role demonstrating strong analytical, organizational skills, and emotional intelligence.
• Excellent verbal and written communication skills with the ability to explain complex concepts clearly to non-technical users, showing empathy and patience.
• Basic knowledge of desktop software and network infrastructure, particularly their operation in small to mid-sized organizations.
• Strong time management and adaptability in a dynamic work environment.
• Familiarity with cloud-based Software as a Service (SaaS) solutions.
• Experience with Salesforce is advantageous.
• Proactive learner enthusiastic about accomplishing tasks effectively.

Compensation

The annual salary for this position ranges from 40000 to 45000 CAD on-target earnings (OTE), based on experience, market standards, and role complexity, aiming for fair and competitive pay aligned with skills and industry benchmarks.

Inclusion and Equal Opportunity

Kindsight is dedicated to fostering an inclusive workplace where all individuals can contribute, thrive, and grow. Hiring is based on skills, potential, and impact without discrimination regarding gender identity, race, ethnicity, disability, sexual orientation, religion, age, marital or pregnancy status, citizenship, or veteran status. The company embraces diversity as a driver of innovation.

Note on AI in Recruitment

Kindsight utilizes AI tools to assist with administrative recruitment tasks such as resume screening, job description creation, and interview question preparation. However, all hiring decisions remain human-led to ensure fairness and reduce bias.