Jackrabbit Technologies is seeking a technical support specialist to provide exceptional technical support to clients and help reduce company churn rates.
Requirements
- Proficiency in Excel and Google Suite
- Strong aptitude for Technology: Ability to master, problem-solve, and troubleshoot functionalities in an online software environment
- 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 an asset
- Experience with third-party integrations (such as Quickbooks, Mobile Inventor, Twilio, Plivo) an asset
- Experience utilizing a business messaging system (such as Slack), a support management system (such as TeamSupport, Zendesk, etc), workflow automation application (such as Zapier) an asset
- Ability to learn and master new technologies quickly
Responsibilities
- Master and maintain expert-level product knowledge
- Provide frontline technical support through various channels
- Troubleshoot user issues using multiple tools
- Collaborate with Development and Research teams to implement and test potential solutions
- Develop into a Subject Matter Expert (SME) in specialized aspects of the product
- Identify and promote third-party integrations to enhance operational efficiency and improve client engagement
- Provide insights on industry trends and client usage patterns
Other
- High School graduate
- University/College/Technical School Graduate Degree an asset
- Minimum of 3 years experience in a Technical Support/Service role
- Strong customer-centric mindset with a passion for helping and advocating for customers
- Ability to represent company values and customer care through written word, public speaking, group training, or virtual interactions
- Ability to travel up to 10% (Charlotte, NC based) or 25% (non-Charlotte, NC based)
