Support Specialist - 2159

Job Description

SugarCRM is a customer experience (CX) leader enabling businesses to create profitable customer relationships by delivering highly relevant, personalized experiences throughout the customer journey. We empower companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the journey. This enables businesses to accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty. Our easy-to-use, intuitive platform makes customer experience easy and accessible for everyone, allowing marketing, sales, and services professionals to focus on high-impact, value-adding activities that create customers for life.

Where will you fit?

The SugarCRM Support Specialist is an individual that is capable of addressing a majority of support issues raised by our partners and customers. The ideal candidate will maintain a professional and helpful demeanor through all interactions, internally and externally, as they help uphold the high standards we place on ourselves for excellent support.

Impact you will make in the role:

• Create 'customers for life’ by delivering world-class support to our customers and partners
• Be responsive, professional, and proactive in all interactions
• Ensure all incoming requests for support via phone, email, & support portal are appropriately tracked and triaged
• Troubleshoot and resolve installation, implementation, and production issues
• Continuously learn about Sugar products, core technologies, and troubleshooting methodologies
• Share your knowledge, experience, and best practices with the Support department
• Work cohesively with other departments to ensure the customer’s voice is heard throughout the company
• Document known solutions for internal collaboration and public consumption

Expertise you will bring in:

• Required
  • 1+ years in a technical, customer facing role
  • Must be knowledgeable in SQL
  • Must be fast learning and quick thinking
  • Must work well in a team environment
  • Proficient in written and spoken English
• Desired
  • Linux preferred
  • Linux-Apache-MySQL-PHP stack experience preferred
  • PHP strongly preferred
  • MySQL strongly preferred
  • Experience with SugarCRM or other CRM/CX platforms strongly desired
  • Experience with SaaS applications strongly desired
  • Experience with developing & executing email marketing campaigns and/or Marketing Automation tools
  • Experience with command-line interfaces
  • Experience with web technology stacks
  • Knowledgeable in a server-side scripting language

• Wellness Reimbursement
• Career & Personal Development Program – multi-platform
• Complimentary German language learning program in our Munich office
• Ownership is the greatest self-identity at SugarCRM - you are making an immediate impact
• We are a merit-based company - many opportunities to learn, excel and grow your career