Technical Support Representative

Transform Fundraising Through Technology

Write the next chapter of giving with technology that powers generosity worldwide. In this role, you'll configure, troubleshoot, and optimize fundraising software that fuels impact for organizations across the globe. Without leaving the country, you'll level up your career while helping social good scale through innovation and purpose-built software.

What You'll Do in This Role

Be part of our client's team as a Technical Support Representative and deliver exceptional implementation experiences for Giving Day clients. You'll guide organizations through onboarding, train them on platform features, and ensure their projects are set for success.

Key Role Highlights

Employment type: Full-time

Shift: Night shift, weekends off (9:00 AM - 6:00 PM CST)

Work setup: Hybrid (Mon-Wed onsite in Clark, Pampanga, Thu-Fri work from home)

Perks and Benefits You'll Enjoy

• Day 1 HMO coverage with free dependent
• Competitive salary package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Prime office location in Pampanga (accessible by PUVs, with nearby restaurants and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to office gyms in Ortigas and Makati with a physical fitness trainer
• Exclusive lifestyle perks (hotel, restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives
• Standard government and Emapta benefits
• 20 annual leaves (5 convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What You'll Bring to the Team

• 2+ years' experience in client-facing roles such as onboarding, customer success, technical support, or training
• Strong verbal and written communication skills with a customer-first approach
• Proven ability to follow structured processes, manage multiple priorities, and meet deadlines
• Skilled in hosting Zoom calls, sharing screens, and demonstrating software features
• Familiar with web-based tools such as Salesforce, , and Zoom
• Detail-oriented with strong documentation, accuracy, and follow-through

Preferred but not required:

• Experience supporting online fundraising campaigns or events
• Knowledge of nonprofits, higher education, or school fundraising
• Familiarity with Bonterra Giving Days, GiveGab, or peer-to-peer fundraising platforms
• Experience with time tracking and project management tools (Certinia, )

What You'll Be Doing Every Day

• Lead 4-call implementation tracks for assigned Giving Day clients using core templates and processes
• Manage project scope and timelines as defined in the SOW to ensure milestones are completed on time
• Host virtual calls with clients (Kickoff and 3 implementation check-ins) following templated agendas
• Adapt agendas to troubleshoot or customize configurations in real time based on client goals
• Navigate the configuration library to enable or disable features that align with each Giving Day's strategy
• Train clients on platform features such as donation settings, registration, Matches, Challenges, Prizes, and Peer-to-Peer fundraising tools
• Maintain accurate records in Salesforce (project stage and notes), (template boards), and Certinia (time tracking and project milestones)
• Send templated communications including the Welcome Email, Project Summary, Deliverable Sign-Off, and Closure Email (with CSAT)
• Coordinate with internal teams to resolve client risks or issues such as non-responsiveness or scope changes
• Support 15-20 simultaneous projects during peak Giving Day season

About the Team You'll Work With

Our client is one of the world's leading providers of nonprofit software solutions, empowering over 170,000 organizations and supporting $18 billion in annual giving. Recognized by TrustRadius and G2 for excellence in fundraising, case management, and donor management tools, Bonterra is on a mission to increase giving to 3% of US GDP by 2033. With a commitment to innovation, inclusivity, and purpose-driven values, Bonterra powers the people and organizations that drive meaningful social impact across the globe.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra