Jackrabbit Technologies is looking to solve the problem of providing expert-level support to their clients, youth activity centers, and ensuring seamless integration of Jackrabbit with third-party tools.
Requirements
- 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
- Minimum of 3 years of experience in a Technical Support/Service role
- University/College/Technical School Degree or proven work experience in an ERP Customer-facing role will be considered
- Ability to learn and adapt to new technologies and systems
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.
- Multi-Channel Technical Support: Serve as the primary technical resource for our clients, offering support across multiple channels including chat, phone, and tickets.
- Client-Centric Solutions and Success: Engage proactively with clients, utilizing your extensive product knowledge 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.
- Subject Matter Expert Development: Focus on becoming a subject matter expert (SME) in specialized areas of Jackrabbit
Other
- Ability to travel up to 10% (Charlotte, NC-based) or 25% (non-Charlotte, NC-based)
- US Citizens or Green Card holders with no special circumstances living in the US
- 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
- Ability to work remotely and collaborate with team members virtually
