Support Representative

Job not on LinkedIn

🕒 October 23

🇺🇸 United States – Remote

💵 $30 - $38 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jackrabbit Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🤝 B2B

📚 Education

SaaS • B2B • Education

Jackrabbit Technologies is the leading provider of cloud-based class management software tailored for youth activity centers, including gymnastics, dance, swim, cheer, music, and childcare businesses. Founded in 2004, the company has excelled in helping businesses automate and streamline their operations, enabling them to focus on teaching and engaging with students. Jackrabbit's comprehensive software suite is designed to enhance business operations and customer experiences with features like online registration, payment processing, scheduling, and a robust parent portal that facilitates communication. Trusted by thousands of clients across multiple states and countries, Jackrabbit Technologies stands out for its reliability, data security, and commitment to client success.

📋 Description

• Provide support to clients through phone, chat, and ticket channels • Investigate, troubleshoot, and resolve product-related questions and issues • Assess client needs and determine appropriate solutions, next steps, or escalation paths • Meet established service levels and quality standards for responsiveness, accuracy, and communication • Deliver a consistent and positive client experience • Educate clients on Jackrabbit functionality, workflows, and best practices • Guide clients through setup, configuration, and operational processes • Recommend appropriate product features, workflows, and best practices • Support successful product adoption and ongoing utilization • Search for and apply knowledge before escalating issues • Link and reuse existing knowledge resources during client interactions • Identify knowledge gaps and submit improvement requests • Maintain accurate documentation of client interactions and issue resolution • Follow established support processes, workflows, and quality standards • Escalate issues when additional expertise or investigation is required • Partner with peers and internal teams to improve client outcomes • Share client feedback supporting product and process improvements • Participate in training, development, and continuous learning opportunities • Contribute to team effectiveness and support quality improvements

🎯 Requirements

• Bachelor's degree in Business, Communications, Technology, Education, or a related field; or an equivalent combination of education and relevant experience • 2+ years of experience in customer support, client services, technical support, or related customer-facing roles • Exceptional customer service and communication skills • Ability to troubleshoot issues and provide effective solutions • Strong organizational skills and attention to detail • Ability to manage multiple priorities in a fast-paced environment • Technical aptitude and ability to learn new systems, tools, and processes • Commitment to delivering a high-quality client experience • Ability to travel up to 10% (Charlotte-based) or 25% (non-Charlotte-based) • Must have reliable high-speed internet access • Must reside in the Pacific Time Zone (PT) • Must be legally authorized to work in the United States • Jackrabbit Technologies does not provide employment-based visa sponsorship for this position • Preferred: Experience supporting SaaS, software, or technology products • Preferred: Experience working in a customer support or client-facing environment • Preferred: Familiarity with Knowledge-Centered Service (KCS) principles • Preferred: Experience working remotely or in a distributed team environment

🏖️ Benefits

• Remote work for all employees • Medical, Dental, Vision, Flexible Spending, HSA, and Dependent Care Accounts • Company-Paid Disability and Life Insurance • Opportunity to elect Critical Illness and Accident Insurance • Confidential access to legal and life counseling and mental health support available 24/7 • 401(k) with a generous company match • Access to financial planning • Paid Time Off • Paid Parental, Paid Caregiver, and Sabbatical leaves • Annual allowance for professional development • Paid Time to volunteer in your community

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