Jackrabbit Technologies

Software Support Representative

Jackrabbit Technologies

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona • 🇺🇸 United States

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Salary

💰 $63,000 per year

Job Level

Mid-LevelSenior

Tech Stack

ERPSQL

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
T-SQLHTMLtechnical supportthird-party integrationsworkflow automationdata discrepanciesaccounting reconciliationsproduct knowledgeconsultative approachKCS methodology
Soft skills
client-centric solutionscross-team collaborationproactive engagementtrusted advisorproblem-solvingcommunicationorganizational skillsadaptabilitycreativityownership