Support Representative

Welcome to Jackrabbit Technologies. Jackrabbit Technologies is the leading provider of software and services that help youth activity centers -- gymnastics, dance, cheer, swim, music, childcare, and others -- grow and operate efficiently. We are an entrepreneurial-minded, rapidly growing SaaS company that has been recognized as one of the Best Places to Work in North Carolina and one of North Carolina’s Top Industry-Driven Technology Companies. Jackrabbit Technologies’ SaaS solution powers over 7,000 clients in 35 countries around the world. Our Culture Empowers YOU! We hire people passionate about what they do, provide them with the tools to succeed, and then get out of their way! Living our vision, mission, and values, our people are what make Jackrabbit Technologies an awesome place to work. And that “awesome place” is virtual -- all of our employees enjoy the privilege of working remotely. We always have and always will. What You'll Do: The Support Representative serves as a frontline support resource for Jackrabbit clients, providing guidance, troubleshooting assistance, and product support across a wide range of workflows and business needs. This role is responsible for helping clients successfully utilize Jackrabbit by resolving issues, answering questions, and delivering a consistent, high-quality support experience. You will work directly with clients through phone, chat, and ticket channels to investigate issues, recommend solutions, and provide product education. This role partners closely with Senior Support Representatives, Research Specialists, and other Client Experience teams to ensure clients receive accurate information and effective support. As part of Jackrabbit's Knowledge-Centered Service (KCS) program, this role is expected to demonstrate Knowledge Candidate behaviors by actively using knowledge, identifying knowledge gaps, and contributing to continuous improvement efforts. Success in this role requires strong customer service skills, effective communication, technical aptitude, problem-solving ability, and a commitment to helping clients succeed. Key Responsibilities: Client Support & Issue Resolution 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 across all interactions. Product Guidance & Client Education Educate clients on Jackrabbit functionality, workflows, and best practices. Guide clients through common setup, configuration, and operational processes. Recommend appropriate Jackrabbit product features, workflows, and best practices that address the client's operational needs. Support successful product adoption and ongoing utilization. Help clients gain confidence in using Jackrabbit effectively. Knowledge Management & Continuous Learning Demonstrate Knowledge Candidate behaviors by searching for and applying knowledge before escalating issues. Link and reuse existing knowledge resources during client interactions. Identify missing, outdated, or incomplete knowledge and submit improvement requests. Apply KCS practices during daily support activities. Continuously develop product knowledge and support expertise. Documentation & Operational Excellence Maintain accurate documentation of client interactions and issue resolution. Follow established support processes, workflows, and quality standards. Escalate issues appropriately when additional expertise or investigation is required. Contribute to team effectiveness through collaboration and knowledge sharing. Support operational consistency across the support organization. Team Collaboration & Continuous Improvement Partner with peers and internal teams to improve client outcomes. Share client feedback and insights that support product and process improvements. Participate in training, development, and continuous learning opportunities. Contribute to a positive and collaborative team environment. Support initiatives that improve support quality and client experience. What You're About: Required: 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. #J-18808-Ljbffr Jackrabbit Technologies, Inc.