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iRaiser is a software provider for non-profit organizations. We work for NGOs, foundations, educational institutes, cultural & religious organizations and corporate foundations. We provide nonprofits with software tools that enable them to raise more money, more visibility and more awareness for their cause with less effort.
iRaiser serves over 950 top organizations such as WWF, Red Cross, Doctors Without Borders, the Salvation Army and Greenpeace in 18 countries. Since our creation in Nantes in 2012, iRaiser has helped organizations raise over 2 billions euros, making iRaiser the market leader for online fundraising in Europe. iRaiser has offices in France, the UK, Italy, Belgium, Denmark and the Netherlands.
As part of the Customer Support team, you will be responsible for analyzing and resolving incidents: analyzing, diagnosing and resolving tickets in the Helpdesk, and contacting users if necessary.
Setting up new customers: configuring customer platforms (CMS configurations, setting the right options, setting up third-party services such as payment terminals, etc.).
You will also act as a link between the customer and our internal departments for specific questions.
Main missions:
- To be the first point of contact for our customers;
- Identify and assess our customers’ needs in order to achieve their satisfaction;
- Master the life cycle of a donation in order to provide assistance to customers on their operations;
- Escalate problems according to the defined procedure to ensure rapid resolution in line with performance indicators;
- Respond to global and specific needs by liaising with all relevant departments;
- Ensure rapid and quality responses to customer requests;
- Create clear internal escalation tickets and follow through to resolution;
- Analyze customer trends (recurring problems, recurring lack of understanding on the use of the product, product performance, etc.) and continuously improve customer support content (FAQ, Macros);
- Communicate effectively with other teams.
