Technical Support Representative

We are seeking a Technical support representative to join our growing team!

About Us

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.

Position Summary

We are seeking a motivated and customer-focused Technical Customer Support Specialist to join our team. The ideal candidate will be responsible for providing technical assistance and support to our clients, ensuring a high level of customer satisfaction and swift resolution of technical issues. This role requires excellent communication skills, problem-solving abilities, and a solid understanding of our product offerings. The position is based out of our Pune office with remote work flexibility. 

A Day in the Life

• Provide technical solutions in real time to external customers that are received via web portal, e-mail, and phone   

• Independently resolves nearly all low complexity and most basic baseline functionality support cases.  

• Documents client interactions, including details of inquiries, complaints, comments, and actions taken    

• Research case resolutions when needed to ensure thorough and accurate responses are provided   

• Provide customers with application best-practice and software set up advice   

• Track reported cases in internal database, following company procedures and ensure quality targets are achieved   

• Proactively follow up with open cases on a regular basis, updating customers as needed  

We would love to chat if you have...

• Graduate in any stream or B. Tech./BE in Computer Science or Software Engineering from a reputed University.  

• 3+ years of experience in the software industry, preferably with product companies in a customer service setting   

• Experience in a customer-facing or knowledge delivery role  

• Experience in IT department preferred   

• Technical support background preferred   

• Computer/Technical:    

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook   

• Ability to learn and understand basic office software applications   

• Basic understanding/ability to learn programs such as SQL, OS set-up   

• IT background   

• SQL required: SSMS experience, Knowledge of database architecture, Tsql (Update, Insert, Delete), Functions, Error Logs, Parameters, Views, Stored Procedures  

• SQL preferred: Activity Monitor, SQL Profiler  

• Working knowledge of .net / C# preferred, but not required  

• Software experience preferred: SOAPUI, Visual Studio, VPN (Cisco, Microsoft, etc.)  

• Other Skills:    

• Strong organizational skills    

• Excellent verbal and written communication skills   

• Telephone skills/etiquette; call screening   

• Ability to prioritize work and handle multiple tasks   

• Excellent time management skills   

• Attention to detail   

• Research/Troubleshooting Skills  

• Basic T-Accounting preferred  

• Knowledge of CMD network commands (Ping, Nslookup, Tracert, etc.)  

• SMTP Configuration knowledge preferred  

• Understanding/troubleshooting skills for webserver file structures/layout preferred  

• Willingness to work in US time Shift. 

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.

• Planned Paid Time Off  
• Purpose-Driven Culture  
• Work-Life Balance  

• Passionate About Community Involvement  
• Company Paid Parental Leave 

 
All persons hired will be required to: 

• Verify their identity, 
• Verify they are eligible to work (without sponsorship) in the country they are to be employed in, and 

• Complete any required employment eligibility verification form upon hire. 

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