Software Support Representative
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Job Description
Technical Support Representative delivering expert-level support for Jackrabbit software clients, focusing on troubleshooting and optimizing client workflows. Collaborating with teams to enhance product capabilities remotely.
Responsibilities:
- Develop Advanced Product Expertise: Continuously deepen your knowledge of Jackrabbit’s features and functionalities, staying up-to-date with product enhancements and workflow changes, to provide industry-leading support and consultative advice.
- Knowledge-Centered Service (KCS) Ownership: Drive the KCS methodology by taking ownership of the knowledge lifecycle. This includes proactively capturing, structuring, and refining new and existing knowledge in real-time during the support workflow.
- Serve as a KCS Publisher responsible for the final validation and quality of critical knowledge articles before they are released for client self-service and team use.
- Multi-Channel Technical Support: Serve as the primary technical resource for our clients, offering support across multiple channels including chat, phone, and tickets.
- Navigate and troubleshoot a broad spectrum of issues, from browser/device compatibility to system bugs, data discrepancies, and accounting reconciliations.
- Client-Centric Solutions and Success: Engage proactively with clients, utilizing your extensive product knowledge (and leveraging the KCS knowledge base) to deliver tailored, creative solutions that address their unique challenges.
- Consultative Approach: Act as a trusted advisor to our clients, recommending best practices, workflow optimizations, and integrations to improve their operational efficiency and enhance user experience.
- Cross-Team Collaboration: Collaborate closely with the Development and Research teams to troubleshoot, escalate, and test product issues, ensuring seamless product functionality and advocating for client-centric improvements.
Requirements:
- University/College/Technical School Degree or proven work experience in an ERP Customer-facing role will be considered.
- Minimum of 3 years of experience in a Technical Support/Service role.
- Experience or exposure to T-SQL coding, HTML coding, or other technical languages is an asset.
- Experience with Jackrabbit, a Class Management System, or a SaaS company is an asset.
- Experience with third-party integrations (such as QuickBooks, Mobile Inventor, Twilio, Plivo) is an asset.
- Experience utilizing a business messaging system (such as Slack), a support management system (such as TeamSupport, Zendesk, etc), and a workflow automation application (such as Zapier) is an asset.
- Ability to travel up to 10% (Charlotte, NC-based) or 25% (non-Charlotte, NC-based).
Benefits:
- Medical, Dental, Vision, Flexible Spending, HSA and Dependent Care Accounts.
- Company-Paid Disability and Life Insurance.
- Opportunity to elect Critical Illness and Accident Insurance.
- Confidential access to legal and life counseling and mental health support available 24/7.
- 401(k) with a generous company match, access to financial planning.
- Paid Time Off, Paid Parental, Paid Caregiver and Sabbatical leaves.
- Annual allowance for professional development.
- Paid Time to volunteer in your community.
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