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Jr. Client Support Analyst

Support

Since its founding in 1997, Altum has provided innovative grantmaking and performance management software solutions such as proposalCENTRAL®, Easygrants®, Infor PM, and QlikView, to nonprofit and governmental organizations. A privately held corporation, Altum, Inc., is headquartered in Reston, Virginia.

The job is full-time and based in our Reston, VA headquarters.

We are seeking a Client Support Analyst with a business analyst mindset to join Altum’s Support Team for webbased grants management software. The software is used primarily by not-for-profit grant makers to manage their entire grants management process.

This role:

  • Serves as the primary point of contact for inbound product user inquiries and product assistance requests.
  • Assists with onboarding activities for new clients including product configuration and detailed training.
  • Provides email and phone support to clients and their constituents, investigates reported issues, and offers proposed issue resolution.
  • Communicates clear, precise, and accurate information both verbally and in writing and is honest, consistent, and tactful in client communications.
  • Coordinates with internal technical and product management staff.
  • Determines different points of escalation (to different teams) to resolve client issues as applicable.
  • Troubleshoots software functionality, defects, data issues and user problems and reports these details to a technical resource.

It is important to note that:

We assist our clients with grant management activities.

We are not a call center, nor are we a technical support desk; we resolve bigger problems for our clients. We are not doing technical software support; this is client support with functional software experience.

 

Required Qualifications:

  • Ability to approach a problem from a variety of perspectives and develop different methods to solving it.
  • Organized with effective time management and prioritization skills.
  • Independent and analytical thinker.
  • Self-starter with good collaboration skills.
  • Ability to work effectively with clients of varying skill levels and proficiencies.
  • Excellent verbal/written communications skills; experience communicating software features and solutions in education materials and/or training sessions is a plus.

 

Desired Qualifications:

  • Experience in a customer support role.
  • Knowledge of grants management software or experience working with a shared software platform.
  • Prior phone or hotline client support experience and managing difficult clients.
  • Conceptual understanding of business process workflows.

 

This position is eligible for employee referral program.

EEO Employer: Race, Gender, Veteran, Disabled.

For consideration, please send your resume to resume@altum.com

or

Mail resume:

Altum, Inc.

HR Dept.

1801 Robert Fulton Drive, Suite 450

Reston, VA 20191




  • Resume

  • lalala.pdf

  • Cover letter

  • lalala.pdf