Technical Support Representative Mip

Overview

We are seeking a Technical Support Representative to join our growing MIP team!

 

Position Summary

This position is an opportunity to join a dynamic collaborative team and build on the supportive, fun, and positive culture. If you have worked in Technical Support and enjoy working in a team environment assisting customers, this might be the right opportunity for you.

Responsibilities & Qualifications

A Day in the Life

• Deliver exceptional customer service that inspires trust and confidence by showing empathy, knowledge, and professionalism
• Assist on-premise customer's with technical issues during and after product installation by troubleshooting over the phone, email and web.
• Assist hosted customer's technical issues related to remote desktop technology and SaaS in both Azure and AWS cloud environments over the phone, email and web.
• Perform tasks in SQL Server such as running scripts, backups, restores and troubleshooting performance & connectivity issues.
• Troubleshoot account/active directory issues
• Troubleshoot email deliverability issues
• Communicate effectively and efficiently in a fast-paced team environment using critical thinking skills to resolve technical issues
• Document troubleshooting steps recommended for each support incident in a clear, concise, and efficient format
• Achieve individual goals while contributing toward departmental goals for quality, issue resolution, productivity, and schedule adherence
• Share the voice of the customer through appropriate channels to ensure all parts of the organization benefit and have the actionable information needed to drive business decisions

We are looking for someone who brings

• Has competence with and knowledge of Windows operating system, all versions, particularly workstation versions (2010,2011), Server versions(2016, 2019) and SQL server. Operational familiarity with DNS, network protocols (TCP/IP, Named Pipes), Windows Registry and be comfortable with CMD line troubleshooting,
• Has a minimum 2 to 4 years direct customer service work experience
• Associates Degree (Technical) or equivalent related work experience
• Has at least one year of experience in a Technical Support role
• Has passion and enthusiasm for delivering an extraordinary customer experience
• Can effectively communicate in a clear and concise manner
• Can adhere to assigned schedule for managing cases thru multiple channels
• Has the ability to work in a logical flow to isolate causes of problems and determine potential solutions
• Has the ability to effectively prioritize and perform multiple tasks
• Has flexibility of working hours and occasional overtime

We would consider it a bonus if (not required):

• Candidate has prior Mac experience
• Candidate is familiar with accounting principles or processes through education or work experience

 

Total Rewards

Accommodations

Community Brands welcomes and encourages applications from people with disabilities.  Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.

 

About Us

Community Brands - leveling the playing field between for-profits and purpose-driven organizations

 

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

 

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

 

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.

 

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Employment Type: FULL_TIME