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Jackrabbit Technologies · 6 hours ago

Software Support Representative (US Remote)

United States

Full-time

Remote

Mid Level

$63K/yr - $63K/yr

3+ years exp

Jackrabbit Technologies is a leading provider of software and services for youth activity centers, recognized for its innovative culture and commitment to remote work. The Software Support Representative will leverage their technical expertise to provide exceptional support to clients, troubleshoot complex issues, and enhance the knowledge base to ensure operational success for youth activity centers.

AccountingEducationMusicSoftware

Growth Opportunities

No H1B

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. Your ability to simplify complex technical concepts will be vital in ensuring that clients understand and maximize the value of the system. By providing exceptional service and proactive problem-solving, you will directly contribute to reducing churn, improving client retention, and making a measurable impact on long-term success

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

Subject Matter Expert Development: Focus on becoming a subject matter expert (SME) in specialized areas of Jackrabbit (website integration, QuickBooks, and other third-party integrations), guiding internal teams on complex issues, and contributing foundational knowledge to the KCS library for these areas

Promote Integrations and Tools: Educate clients on the value of third-party integrations such as QuickBooks, Twilio, Zapier, and Jackrabbit Plus. Help them navigate these tools to streamline operations and enhance client engagement

Industry Engagement and Education: Provide technical and educational support for client engagement efforts (trade shows, webinars, and site visits) to ensure clients are equipped with the knowledge and tools to maximize their use of Jackrabbit

Qualification

Technical SupportT-SQL codingHTML codingJackrabbit experienceThird-party integrationsBusiness messaging systemsNimble LearningResilienceCustomer FocusCollaborationEffective Communication

Required

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 travel up to 10% (Charlotte, NC-based) or 25% (non-Charlotte, NC-based)

Preferred

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