Technical Support Specialist (CRM/IO) - SharpSpring

Job Description

**This is a late shift - schedule is 11AM-8PM EST**

SharpSpring, acquired by Constant Contact in 2021, is a revenue growth marketing platform that helps small businesses generate leads, improve conversions to sales, and drive higher returns on marketing investment. Our innovative platform, open architecture and free customer support, along with flexible contracts, drive real results for a growing business or digital marketing agency. The teams are excited to move forward with the work to marry Constant Contact’s best-in-class email and ecommerce offerings with SharpSpring’s powerful revenue growth platform. Learn more at sharpspring.com .

Are you inquisitive and attentive when people present you with their questions or issues? Do you enjoy troubleshooting and solving problems with special attention to customer needs? If you answered yes to these and you are interested in joining a growing, dynamic, and successful tech company where your work makes a significant impact on the entire organization, then we want to talk to you!

With that in mind, we are looking for someone that can bring a broad range of technical and user support services to the organization. As a Technical Support Engineer you will be responsible for resolving technical support queries that come in via phone, email, and chat systems related to our in-house SharpSpring software application. You will also conduct comprehensive bug reports and test applications. Work is performed with little supervision and candidates should possess ample initiative and keen judgment skills.

SharpSpring, a Constant Contact company, is a Gainesville-bred, cloud-based automation technology platform for marketing agencies and small- to mid-sized businesses (SMBs) that rivals top competitors with its features, functionalities, and performance. We pride ourselves in knowing that our product is powerful, affordable, and accessible for everyone.

What you’ll do:

• Provide technical/software support to SharpSpring Customers via email, chat, phone, or video call
• Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases while maintaining the quality of support provided
• Identify and report bugs to senior support staff using JIRA
• Formulate alternative or unique solutions to help customers achieve their goals
• Work with internal teams to identify gaps regarding customer usability and experience and grow our knowledge base

Who you are:

• You are comfortable working with a SaaS solution and supporting customers who utilize it.
• You can communicate clearly in verbal and written form to a variety of audiences.
• You are comfortable and effective in presenting ideas and information to stakeholders.
  
• You are familiar with case management systems like Zendesk
• You enjoy thinking critically and are not daunted by complex situations.
• You are naturally inquisitive and curious, which makes you a creative problem solver.
  
• Self-driven to succeed in current position, as well as driven to excel in overall career.
  
• You have great self-awareness and are able to take initiative and prioritize effectively.

Why you’ll love us:

• In this era of COVID-19, we believe in putting our employees first and keeping them safe. We were one of the first technology companies to make significant changes to our office environments and team interactions, including mandatory working from home and safety procedures to enter our office space. We are committed to not requiring any face-to-face interaction for our employees until the data shows it is entirely safe for our teams.
• We celebrate one another’s differences. Although we're proud of our culture of diversity and inclusion, we're working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses of all sizes, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint, and have a true desire to “help the little guy/gals”.
• You’ll have opportunities to advance. We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow.
• We’ve got you covered. We are a family! From medical to life insurance, education sponsorships to interest-free loans, Flexi-leave to casual dress code - we've got your back!

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