Technical Support Specialist, Automation

SharpSpring
Job Description

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.

With that in mind, we are looking for someone that can bring a broad range of technical and user support services to our 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 to be successful here, you should possess ample initiative and keen judgment skills.

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!  

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, test, and report software issues 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 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.    

A plus if you:

  • Are bilingual (Spanish/Portuguese)
  • Have a working knowledge of HTML and CSS.
  • Enjoy working with Javascript and Native Forms.    

Why You’ll Love Us:

  • We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always 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 enable the success of businesses, non-profit organizations and community groups.
  • You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments and seek coaching opportunities.
  • We’ve got you covered. We are a family! From excellent medical to life insurance, education sponsorships to interest-free loans, Flexi-leave to casual dress code - we've got your back!
Contact Information