Software Support Representative

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. So, you must have reliable high-speed internet access. 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.

Ready to take your technical expertise to the next level? Join our dynamic team where you'll immerse yourself in becoming a master of our product. You'll be at the forefront, providing exceptional technical support via chat, tickets, and calls, ensuring every client interaction is a positive one through proactive engagement and expert de-escalation techniques. Your deep understanding of both Jackrabbit and our clients’ needs will enable you to offer insightful consultations on optimizing workflows for youth activity centers. From troubleshooting diverse user issues to collaborating on technical solutions with our Development and Research teams, you'll play a pivotal role in enhancing our product and client satisfaction. Ready to make a meaningful impact? 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 what you will do:

• Master and maintain expert-level product knowledge; staying current with enhancements and workflow additions
• Provide frontline technical support through various channels including chat (ten 2-hour shifts per week), tickets, phone calls
• Provide exceptional service by engaging with clients intentionally through continual contact, feedback, and interaction. Actively practice de-escalation tactics as needed
• Explain complex issues in simple terms and adapt your tone for different users through excellent verbal & written communication skills
• Capitalize on Jackrabbit and client knowledge to serve as a consultant on creative solutions to workflow concerns - this requires a strong base of knowledge in the product and business practices of youth activity centers.
• Use multiple tools to troubleshoot any user issues. This includes but is not limited to: browser or device-related issues, Jackrabbit system bugs or data discrepancies, or transaction and accounting reconciliation.
• Clearly articulate and escalate technical challenges, providing relevant background information and context while highlighting its impact on current processes or outcomes.
• Collaborate with Development and Research teams to implement and test potential solutions and advocate for our clients.
• Develop into a Subject Matter Expert (SME) in specialized aspects of the product (e.g., Website Integration, Quickbooks), guiding others on optimal feature utilization.
• Contribute directly to reducing company churn rates whether through reactive or proactive approaches - prioritizing company core values and client success at all times.
• Identify and promote third-party integrations, such as Quickbooks, Jackrabbit Plus, and Twilio, guiding clients on how to leverage these tools to enhance their operational efficiency and improve client engagement.
• Provide insights on industry trends and client usage patterns, advocating for process improvements and enhanced workflows.
• Actively engage with the industry through client visits, trade shows, and facilitating client education sessions both in person and virtually.

What you're about:

• 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
• Proficiency in Excel and Google Suite as well as a strong aptitude for Technology: Ability to master, problem-solve, and troubleshoot functionalities in an online software environment
• Strong analytical skills, time management skills, self-motivation, and the ability to adapt and comprehend changes in software processes or team procedures
• Ability to represent company values and customer care through written word, public speaking, group training, or virtual interactions
• 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 travel up to 10% (Charlotte, NC based) or 25% (non-Charlotte, NC based)

What you will love about us:

• Our Culture! Read what our employees say about working at Jackrabbit on Glassdoor.
• 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.