Member Support Representative

DonorPath is the technology used to connect a community of nonprofits, experts, funders, and software, providing every organization with the simplicity, guidance, tools, and time to raise more money to fund their mission.

The Member Support Representative will be responsible for supporting the Community Engagement Manager in servicing both in-trial and subscribing members, including: data normalization as defined by DonorPath and support for all data- and analytics-related issues. The Member Support Representative will also provide support in managing member accounts, and participate in product testing duties to ensure optimal member experience.

Duties and Responsibilities

90%

• Import repaired data set to client’s dashboard and work with client to appropriately map the data

• Reconcile and validate the data with the client

• Provide support in situations where data issues present in clients’ accounts

• Create Standard Operating Procedures for generating queries and reports in fundraising software systems

• Collaborate with development team in escalating data issues that are beyond member support

• Provide training to DonorPath staff and support for DonorPath members on the use of various fundraising software systems

• Work with Community Engagement Manager to ensure members are leveraging all features of DonorPath and receiving optimal value from their membership 

• Provide support in several live web-based trainings per month on data best practices and product training

10%

• Create and maintain a set of test cases to verify product functionality.

• Execute test cases and log defects during product release cycles.

• Collaborate with development team and community support in developing product-supported data normalization process

• Contribute to Sprint Planning meetings to provide opportunities for improving data normalization based on experience in working with clients’ data and documented reoccurrences of manual process and/or error

Knowledge/Skills/Abilities

• Highly proficient in Microsoft Excel

• Knowledge of SQL a plus

• Highly detail-oriented

• General understanding of nonprofits and fundraising

• Strong interpersonal skills

• Have a customer/client focus

• Strong project management and organizing skills

• Ability to manage multiple changing priorities and deadlines

• Demonstrates technical proficiency in all aspects of data management and

  reporting

• Excellent analytical, organizational, and problem-solving skills

• Flexibility to adapt quickly in response to client needs and knowledge

• Ability to convey technical subject matter to non-technical audiences

​A few reasons why you'll love working here:

• Fast-paced, curious culture

• Intelligent and supportive people to learn from, and to learn with

• Great product, great customers

• Use and build your skillset, while helping worthy causes sustain their missions

• We’re growing fast, and you’ll be a vital part of that growth