BlackBaud

 https://careers.blackbaud.com/us/en/search-results

Example posting:

Financial Edge NXT Customer Support Senior Specialist
Location Remote, United States of America Category Customer Success and Support Req ID R0014094 Remote: Yes

 What you'll do:

    Quickly resolving or triaging incidents.

    Handling complex non-FCR cases, focusing on reducing time-to-close (TTC) and surfacing future enhancements to reduce complexity.

    Achieving mentor goals for frontline and tenured agents, complementing the Team Lead's coaching efforts. You'll take direction from your manager and help achieve quantifiable targets.

    Filing defect tickets to Sustained Engineering and RDO, and attending triage meetings to discuss specific defects, in collaboration with the Principal.

    Serve as a backup to the Principal as needed which may encompass a variety of activities depending on time of year, workloads, and Principal availability.

    Assisting Team Leads and Managers with projects and initiatives as needed.

    Actively participating in swarm while using your experience and influence to coach and mentor both tenured and newer resources across all FE resources.

These responsibilities ensure you play a pivotal role in enhancing support quality and driving team success.