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Technical Support Analyst (1695)

fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Australia

Offer summary

Qualifications:

1-3 years in technical support role, Knowledgeable in SQL, Proficient in English, Experience with CRM platforms desired.

Key responsabilities:

Deliver world-class support to customers
Troubleshoot installation and production issues

SugarCRM Computer Software / SaaS SME https://www.sugarcrm.com/

501 - 1000 Employees

See more SugarCRM offers

Job description

About SugarCRM

From the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work.

Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth – check out our recent ‘Great Place to Work’ certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always.

If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey.

The SugarCRM Support Specialist is an individual that is capable of addressing a majority of support issues raised by our partners and customers. The ideal candidate will maintain a professional and helpful demeanor through all interactions, internally and externally, as they help uphold the high standards we place on ourselves for excellent support.

Impact you will make in the role:

Create 'customers for life’ by delivering world-class support to our customers and partners

Be responsive, professional, and proactive in all interactions

Ensure all incoming requests for support via phone, email, & support portal are appropriately tracked and triaged

Troubleshoot and resolve installation, implementation, and production issues

Continuously learn about Sugar products, core technologies, and troubleshooting methodologies

Share your knowledge, experience, and best practices with the Support department

Work cohesively with other departments to ensure the customer’s voice is heard throughout the company

Document known solutions for internal collaboration and public consumption

Required Qualifications

1-3 years experience in an external customer-facing technical/application/software support role

Must be knowledgeable in SQL

Must be fast learning and quick thinking

Must work well in a team environment

Proficient in written and spoken English

Desired Qualifications

Linux-Apache-MySQL-PHP stack experience preferred

Experience with SugarCRM or other CRM/CX platforms strongly desired

Experience with SaaS applications strongly desired

Experience with developing & executing email marketing campaigns and/or Marketing Automation tools

Experience with command-line interfaces

Experience with web technology stacks

Knowledgeable in a server-side scripting language

Location: This role is fully remote within Australia only, offering flexibility to work from home, on the road, or anywhere in between.

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:

- Benefit Stipend

- Health &Wellness Reimbursement Program

- Educational Resources - Career & Personal Development Program

- Various discount programs (i.e. travel, virtual exercises classes, etc.)

- We are a merit-based company with many opportunities to learn, excel and grow your career!

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