Are you exceptionally good at resolving problems? Are you someone at work or in an academic environment whose colleagues ask for advice on how to resolve a certain problem with a tool or system? And are you looking for a serious opportunity to take your skills to the next level? If so, then keep reading...
At Sparkrock, we help social benefit organizations—like nonprofits, school boards, and government agencies—reach their greatest potential through technology. Every day, over 150,000 people use our ERP and product platforms to work more efficiently, freeing up time and resources to focus on the good they want to achieve.
We are convinced that the best support agents are smart individuals who enjoy learning new things and can apply knowledge to address the challenges that customers face. The ideal candidate will possess driven, strong communication skills, problem-solving, and a desire to advance in the future. This is a fantastic entry point into a great, fast-paced organization that enables multiple opportunities to advance and grow your career.
We also understand that top performers want to develop and grow. That’s why we provide continuous training and coaching focused on unlocking people’s potential. We want all our support team members to unleash their potential and let that be the driver for development.
We are an organization where you will have unlimited opportunities to grow and develop, where you don’t have to worry about factors outside of your control, and where there’s no ambiguity about what’s expected or what it takes to be successful.
If you are passionate about learning and growing and want to develop into a top customer service professional, this role is for you.
Responsibilities
*Solve difficult customer problems in close alignment with SLAs defined for the different product components.
*Take ownership of support incidents and use all available resources and knowledge to resolve them.
*Identify areas to improve the knowledge we use for resolving customer issues and improve our AI support channels.
*Communicate with customers through different channels (voice or written) and determine the best way to address their issues by asking accurate and meaningful questions.
*Continuously master our product(s) and their components by going deep into our knowledge resources.
*Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets.
*Be online and available during your shift with excellent internet connectivity and audio without noisy backgrounds.
Requirements
*Ability to communicate confidently with tech-savvy and non-savvy customers using perfect written and spoken English.
*Familiarity with a range of enterprise software solutions, including SharePoint and SQL, and comfortable in conversations with IT professionals and technical customers.
*Experience in troubleshooting and solving problems.
*Customer advocacy, empathy, and keen attention to detail.
*Available to work any monthly-assigned shift - the team provides 24x7 coverage for our customers around the world.
Nice to Have
*Experience in a technical support role covering enterprise software products.
*An education focused on Computer Science, MIS, or similar technical disciplines.
Benefits
We don’t call them perks; they’re just part of what makes working at Sparkrock great.
*We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
*Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
*We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
*Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
*Stipend to help set up your ideal home office
*Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!
We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.