Global Account Management Specialist

Account Management Specialist
Full-Time, initially a temporary 4-month training and trial period with an opportunity to become permanent after 4 months of meeting job & training requirements.

We’re a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987, we’ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe – all committed to helping nonprofits fully access the profound power of technology and a connected world — and use it to improve lives
But we won’t stop there: as technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals.
We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us!

Position

The Account Management Specialist (AMS) provides quality account administration and customer support to address issues relating to registration, qualification, eligibility, product ordering, order status, and order fulfillment. This position reports to a designated Team Supervisor within the Account Management Group. It is critical that the person selected for this position have a positive and uncompromising commitment to scheduling adherence, attendance and punctuality.

This position serves TechSoup customers throughout several regions across the globe and the systems we use to communicate provides translation services to and from the customer on both email and chats.

Duties and Responsibilities

 

• Follow established procedures to verify the nonprofit status of applying organizations and thereafter qualify approved organizations to receive product donations.
• Respond to customer inquiries through e-mail, and chat, documenting all activities in a database.
• Assist customers with product research and navigation through TechSoup and partner websites.
• Provide limited technical support for products, including troubleshooting and download support and utilizing TechSoup’s curated and regularly updated internal guides.
• Attend and actively participate in meetings to increase knowledge, efficiency, and effectiveness.
• Maintain individual performance against department standards, settings goals and seeking guidance or intervention from direct Supervisor to achieve desired results.
• Perform other duties as requested by Account Services Manager or Team Supervisor.

Qualifications

• At least one year of experience in a high-volume customer service center responding to calls and emails highly desirable.
• Intermediate knowledge of Microsoft Office Application Suite and CRM or other database systems, familiarity with standard computer hardware, and Internet navigation proficiency.
• Strong technical skills and knowledge of technology products preferred.
• Excellent customer service orientation, with the ability to be polite and patient.
• Demonstrated ability to be punctual and adhere to attendance policies.
• Ability to communicate orally and in writing in a clear and straightforward manner.
• Ability to make decisions and solve problems while working under pressure.
• Ability to handle multiple projects and tasks, research, prioritize and organize work effectively.
• Ability to work independently and with others to resolve problems and handle requests.
• This position is USA time-based – a likely schedule will be from 7am-4pm PST.
• Expertise in English language and writing required.

Education

• Associate degree or equivalent combination of education and experience preferred.

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance

The base salary range for this temp position, 26,000 PHP- 30,000 PHP monthly.  TechSoup determines salary ranges based on a role, level, and location. The range reflects the minimum and maximum targets for new hire salaries for the position across Philippines Manila. Individual pay is determined by location and other factors, including job-related skills, experience, relevant education or training, business needs, and market demands.