Software Support Representative (Us Remote)

Welcome to Jackrabbit Technologies.

Jackrabbit Technologies is the leading provider of software and services that help youth activity centers - gymnastics, dance, cheer, swim, music, childcare, and others - grow and operate efficiently. We are an entrepreneurial-minded, rapidly-growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers nearly 7000 clients in 35 countries around the world.

Our culture empowers YOU.

We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that “awesome place” is virtual-all of our employees enjoy the privilege of working remotely. We always have and always will. So, you must have reliable high-speed internet access. We are interested in speaking to qualified candidates who are eligible to work in the U.S. We are not able to sponsor visas.

What you'll do.

You will respond to Jackrabbit client support requests that are created through tickets, phone, and chat. Additionally, you will conduct client check-up calls and coach users on best practices to grow their utilization of the product and their business. As a Software Support Representative you’ll have opportunities to do in-depth troubleshooting with our software, so if you love customer service and problem-solving - we need you! Jackrabbit Support is open from 8 am to 8 pm EST Monday- Friday. We are looking for someone who can work 8 am to 5 pm PST. Specifically, you will:

• Imports:Conducts imports of client data through Excel and Jackrabbit’s importing functionality.
• Test and troubleshoot continuously in a personal database for viable solutions and software functionality.
• Investigate problems and understand how a customer came to submit their question and subsequently guide them towards a solution.
• Work one on one with Jackrabbit Clients to Conduct existing client checkup calls. (requires phone calls, computer ‘screen-share' and detailed written correspondence).
• Specialization/SME (Subject Matter Expert):When required, areas of the Jackrabbit database may need specialization. Examples: Ecommerce, Costumes, Quickbooks, etc. Ownership and follow-through on these tickets. Educate and guide other support team members on the strongest utilization of these features
• Build sustainable relationships with customers through continual contact, feedback, and interaction.
• Respond to client questions, problems, and computer troubleshooting
• Online Integration:Assist customers with the integration of Jackrabbit into their website. Advise on proper HTML coding and insertion into Web Editor.
• Possess a command of PC functionality and be able to identify the implications for an end user’s use of Jackrabbit Database.
• Proactively develop and recommend viable solutions which best fit the needs of the business users in their day-to-day usage of Jackrabbit.
• Conduct research on feature usage within a customer’s database gathers information (logs and screenshots), troubleshoots, and provide guidance on the best application of Jackrabbit. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, the internet, hardware, networking, and general technical issues.
• Ability to Teach, educate and explain database operations in one-on-one, small group, or large group training.
• Additional Duties – supplementary role (1 or more, added as your knowledge of Jackrabbit grows):
  • Specialization/SME (Subject Matter Expert):When required, areas of the Jackrabbit database may need specialization. Examples: Ecommerce, Costumes, Quickbooks, etc. Ownership and follow-through on these tickets. Educate and guide other support team members on the strongest utilization of these features
  • Online Integration:Assist customers with the integration of Jackrabbit into their website. Advise on proper HTML coding and insertion into Web Editor.
  • Jackrabbit Client Training– 1 on 1, Jackrabbit Basics, Conference Speaking: Owning and leading Jackrabbit 101. Owning and Leading a portion of User Conference presentations.
  • Imports:Conducts imports of client data through Excel and Jackrabbit’s importing functionality.
• Learn and maintain knowledge of Jackrabbit Database functionality by proactively using resources in Jackrabbit’s Help Center, Videos, and Training Classes as offered.
• Jackrabbit Client Training– 1 on 1, Jackrabbit Basics, Conference Speaking: Owning and leading Jackrabbit 101. Owning and Leading a portion of User Conference presentations.

What you’re about.

• High School graduate
• Experience with Customers in any role that entrusts your ability to make a difference to customers' recognizable
• University/College Graduate Degree an asset
• Graduation from Technical school is an asset
• Comfortable with public speaking and leading of meetings.
• Strong aptitude for Technology: Understanding of Internet technology, Database programs such as Microsoft Word and Excel
• Strong understanding of Email construction, delivery, potential problems, providers, and management
• Experience operating and/or managing a database regardless of how specific to an industry

What you will love about us.

• Our Culture! Read what our employees say about working at Jackrabbit on Glassdoor.
• Our Health and Wellness Benefits. Medical, Dental, Vision, Flexible Spending and Dependent Care Accounts.
• You will grow your skills with us.Annual allowance for professional development.
• Your future looks bright at Jackrabbit. 401(k) with a generous company match, access to financial planning.
• We work remotely. We always have - we always will!
• We pay you to play, rest, recharge and balance your life. Paid Time Off, Paid Parental and Sabbatical leaves.
• We help you with the unexpected. Company-Paid Disability and Life Insurance. Opportunity to elect Critical Illness and Accident Insurance. Plus confidential access to legal and life counseling and mental health support available 24/7.
• We give back. Paid Time to volunteer in your community.

Jackrabbit Technologies is an equal-opportunity employer.