Pros
I pledged to maintain a legitimate review of my personal experience working with Blackbaud over time. Thus far and my 3rd review as a support employee… Pros? The Teamwork within Support above all else is Amazing. I cannot express this enough and how important it is for myself, our team, and the longevity of Blackbaud as a whole. The Resources? Resources are ever growing as are the product updates and knowledge you gain daily. Your Team Lead is your lifeline when you are uncertain just as much as the people you will work with across Microsoft Teams. We got you! The Daily? The day is broken up into blocks of time where you are working with clients and then time to research. Research may consist of searching existing documentation, past client cases, Teams history channel posts, or if stuck at a stand point you have your Support Team to ask for help. Seriously, you are never alone in any situation. There is always a teammate there to help! I want to mention, because I don’t want this to sound “sugar coated”…there will be days when you feel overwhelmed and have literally no clue. Reach out for help through the support channels, your manager, and you will certainly have help to get you through. Side note. The benefits are still great. PTO, Healthcare, Access to gym/health care apps, etc. I could go on all day!
Cons
When you get into the motion of support there can be hindrances when it comes to the “process and flow” of closing cases in the salesforce tool. Example: Support may experience a critical down situation and you can have 20 + cases linked to a single internal issue. Once that ticket closes you will spend 10 minutes or more writing the same note to clients so you can clear milestones and close those cases. This is EXTREMELY time consuming. Support is also tasked with interpreting a defect solution. There will be a handful of internal communication comments which you can read and try to decipher. It’s difficult to feel confident telling a client an issue is resolved without a concrete word of explanation from your own Internal team. Was it a defect? What is the expected functionality? The time spent deciphering and ensuring something is “resolved” is inefficient. Support would benefit most by our own Internal team communicating defect resolutions directly to the support team and to include more customer facing details.
