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 over 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.  We are interested in speaking to qualified candidates who are US Citizens or Green Card holders with no special circumstances living in the US. We are not able to sponsor visas.

What you'll do. 

Are you ready to leverage your technical expertise and drive real impact in an innovative and dynamic environment? This is more than technical support; it's a role for a knowledge architect and operational consultant.

As part of our team, you will immerse yourself in mastering Jackrabbit, becoming a key player in delivering expert-level support to our clients, youth activity centers that rely on Jackrabbit for their operational success! Your daily work will center on troubleshooting complex issues while simultaneously building, maintaining, and refining the central knowledge base as a core component of your support workflow.

This role demands a deep technical acumen, exceptional problem-solving skills, and a thorough understanding of the intricacies of both our product and the needs of our clients. You’ll be instrumental in troubleshooting complex issues, optimizing client workflows, and ensuring seamless integration of Jackrabbit with third-party tools, while collaborating closely with our Development and Research teams to enhance the product’s capabilities.

Key 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.
  

What you're about. 

• 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)

Core Competencies: 

1.  Tech Savvy - Anticipates and adopts innovations in business-building digital and technology applications.

2.  Demonstrates Self Awareness - Use a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.

3.  Ensures Accountability - Holds self and others accountable to meet commitments.

4.  Collaborates - Builds partnerships and works collaboratively with others to meet shared objectives.

5.  Communicates Effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

6.  Customer Focus - Builds strong customer relationships and delivers customer-centric solutions.

7.  Nimble Learning - Learns through experimentation when tackling new problems, using both successes and failures as learning opportunities.

8.  Being Resilient - Rebounds from setbacks and adversity when facing difficult situations.

What you will love about us.

• Our Culture!  
• We work remotely.  We always have - we always will!   
• Our Health and Wellness Benefits.  Medical, Dental, Vision, Flexible Spending, HSA and Dependent Care Accounts. 
• 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.   
• Your future looks bright at Jackrabbit. 401(k) with a generous company match, access to financial planning. 
• We pay you to play, rest, recharge and balance your life. Paid Time Off, Paid Parental, Paid Caregiver and Sabbatical leaves. 
• You will grow your skills with us. Annual allowance for professional development.
• We give back. Paid Time to volunteer in your community.
  

Jackrabbit is committed to providing a workplace free from discrimination or harassment. We expect every member of the Jackrabbit team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.