Technical Support Rep

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Jobba Trade Technologies client management software makes the lives of roofers easier and their companies more successful. Our software is used to prospect new customers, manage buds/quotes, schedule service teams, and project manage construction jobs. It can even take payments. With a base of established clients, we have recently released a completely new second product platform.

We are looking for one Technical Support Representative. We believe the success of our company is built on consistent, positive customer experiences. Front line support is a pillar of that experience. Customers call and email us expecting knowledgeable, patient and helpful support in a timely fashion. Every time.

About the role:

  • Provide Tier 1 phone/email/web support for our technology applications; recognize the value and importance as the first point of contact for customers seeking application or technical assistance
  • Communicate well… be sure to inform and update customers with alacrity
  • Listen well…. be sure to understand the issue or situation before attempting to resolve it
  • Troubleshoot incoming issues using diagnostic techniques and pertinent questions; isolate, replicate, and report defects and verify defect fixes
  • Ensure closed loop communication with customers in ticket resolutions, bugs, updates, etc.
  • Handle unresolved and escalated issues with Services and Dev teams
  • Maintain and record customer interactions within CRM and Support Ticket System (Jira)
  • Work with Product Management on gathering requirements for customers’ feature requests
  • Write and maintain interface and procedural documentation including user guides, quick-reference guides, release notes, configuration guides, and help files.
  • Work with subject matter experts to obtain insight and content for documentation
  • Manage & maintain support materials and documentation as new releases, enhancements and fixes are delivered
  • Ability to communicate complex ideas in a clear, concise manner, and willingness to pursue emerging technologies as needed for the organization.

Experiences and Skills that we value:

  • Proven experience as a phone-based Support professional (1-3 years)
  • Good understanding of computer systems, tablets, mobile devices and other tech products; and ability to continually learn
  • Ability to listen; diagnose and resolve application & technical issues
  • Customer-oriented and cool-tempered
  • Excellent written and verbal communication skills
  • Bachelor’s degree preferred
  • Experience with bug tracking tools such as Jira, Zendesk, GitHub, Trello, Asana and other related tools preferred
  • Experience with testing software/system functionality, reliability, stability and compatibility with other systems preferred
  • **Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t meet 100% of the listed requirements!

About Jobba Trade Technologies:

Jobba Trade Technologies is a cloud-based SaaS that helps roofing companies integrate communication between the field team and back office team members to provide effective job management with an engaging customer experience. These client management solutions create important outcomes - increased profits and better client retention and referrals.

Each person knows how they work best. Jobba Trade Technologies is built on cross team collaboration built through in-person interactions. Our Rosemont location has easy access to the Blue line and freeways. In addition to having ample office space to protect the safety of our employees, we offer an onsite gym, free parking, cafes and knowledgeable team members you can learn from. While we are primarily onsite, especially during initial onboarding, we all have priorities outside of work and are flexible to support our employees as needed.

At Jobba, we focus on continuous improvement - of our product, of our company, and of our employees. We don’t expect our employees to be perfect. We know you’ll be excited to regularly be learning and growing all while positively impacting our clients and our business.

Jobba Trade Technologies offers a comprehensive benefits package including health, dental, vision, life, 401K and 401K matching.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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Location

8700 W Bryn Mawr Avenue, Suite 400N, Chicago, IL 60631

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