About Enclude:

Enclude helps fellow charities deliver greater impact in their work. We do this by delivering solutions that transform the way charities work, enabling them to spend less time on admin and reporting, and more time focused on service delivery and development.

Since 2006, we have worked with the sector, government bodies and technology partners to deliver access to donated and discounted software, as well as tailored CRM and Cloud Accounting solutions.

Learn more about us at www.enclude.ie

About the Role: 

This is a full-time role where you will be working with our Membership Services team to provide a high-quality, responsive and effective support service to our clients. A key aspect of the role will be assisting our non-profit clients to get improved utilisation and benefits from their CRM solutions.

You’ll report into our Head of Membership Services, working on a hybrid basis, attending our Dublin 7 office a minimum of 3 days a week. The main focus of this role will beto work with the Helpdesk team to provide a high-quality support service to our clients which is responsive and effective.  

Key Tasks and Responsibilities: 

• Providing problem resolution to support requests. Work directly with the client to understand the problem. Provide accurate solutions to user problems to maximise CRM database utilisation.
• Remotely deliver solutions. On-site support may be required from time to time.
• Take ownership of service requests from clients and ensure timely and satisfactory resolution of problem
• Escalate internally when required according to defined escalation paths.
• Contribute to the enhancement and development of quality support methods and communication.
• Research, resolve, and respond to questions received in a timely manner, in accordance with current standards and set targets; Communicate with customers through various means (oral, written, electronic) to remotely resolve client problems.
• Verify resolution of problem with the client; Record information into the Salesforce support Case tracking system.
• Document, verify and make appropriate corrections to the case records and client profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles based on lessons learned in resolving client issues.
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance and service improvement.
• Participate in special projects as assigned to continuously improve processes, tools, systems and organisation.
• Maintain technical knowledge and expertise associated with the solutions platforms.
• Support colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing; Follow all training courses according to provided timelines.
• Promote and support strong client relationships.

Other Responsibilities

• Share the promotion of all Enclude programmes.
• Attend staff meetings and training sessions as required.
• Any other tasks, consistent with your position, as requested by Enclude management.

Requirements: 

• Demonstrated technical skills (either a degree in a relevant subject or the equivalent on the job experience), and the ability to learn quickly
• Strong conceptual understanding of data structures and CRM system configurations
• 1+ years of experience with CRM systems (preferably Salesforce)
• Excellent verbal and written communication skills, including the ability to explain technical issues to non-technical audiences
• Highly proficient in spoken and written English
• Excellent interpersonal skills and ability to connect with system users in a wide variety of roles and with varied technical skills
• Highly organised, good time management skills, with ability to handle multiple tasks with excellent attention to detail
• An interest in and commitment to the ethos and work of Enclude.