Technical Support Specialist [CLOSED]

👋 Are you someone who loves helping people with technical challenges?

If so, Referral Rock's clients and engineering team want to work with you.

Businesses using Referral Rock's software vary in size and technical expertise. They utilize the platform to run referral marketing programs (refer-a-friend programs) that connect to CRMs, marketing forms, and/or eCommerce stores.

Each customer is a little different, and they often need hands-on help to get everything working. That's where this role comes in.

If Referral Rock's sales and customer support team can’t solve a client’s technical issue, the Technical Support Specialist will be there to swoop in and save the day.

🤔 What is Referral Rock? Referral Rock is a B2B SaaS company that provides referral software to help businesses acquire new customers through word-of-mouth marketing (refer-a-friend, affiliate, partner marketing).

Referral Rock believes that:

🔸 Every business can benefit from a strong referral program, and they are on a mission to help companies maximize their potential through their comprehensive platform.

🔸 Great individual contributors (that come together with others to collaborate on strategy) with systems and processes built around them are key to a business like Referral Rock. They are more interested in doing great work together vs building a 100+ person company.

🔸 They care deeply about metrics, product event data, and automation to give their team superpowers (data and feedback-driven).

🔸 Done is better than perfect + everything and everyone is a work in progress.

💪 Referral Rock operates with an ambitious and composed approach, valuing both growth and work-life balance. They prioritize the well-being of their team members and understand that quality outcomes require time, patience, and a relaxed mindset. With a long-term perspective, they strive for sustainable success.

⏰ Referral Rock's team works remotely from diverse locations while ensuring synchronous collaboration during EST business hours. Referral Rock's 20-person team is 100% remote, ambitious, calm + never had a layoff. They embrace focused and asynchronous work methods, recognizing the value of minimizing meetings. Communication primarily takes place through platforms like Slack, Async Videos, and Asana.

🤝 Referral Rock's Sales, Product, and Customer Service teams operate cohesively, working together towards a common objective of ensuring customer success. The company fosters an exceptional culture and maintains strong team alignment, making it a rewarding organization to be a part of.

💥 Joining Referral Rock offers the exciting aspects of a startup, including opportunities for growth and making a significant impact, while avoiding the downsides often associated with such ventures.

The company's customers consist of businesses that are tech-enabled but may not possess advanced technical knowledge. To get a bigger picture, you can see the services provided to customers here: Customer Services (Phase 2 of the Onboarding process).

Currently, different individuals handle the responsibilities mentioned below, but the company is seeking a dedicated Technical Support Specialist to take ownership of these tasks.

In this role, you will:

1. Debug and find solutions for customer technical issues:

• Use basic JavaScript and HTML DOM to set up conversion tracking on web forms.
• Use the browser’s developer tool to debug website integrations
• Identify root causes for developers when possible
• Directly assist customers with technical solutions (when necessary):

1. Not all solutions can be solved asynchronously. Occasionally you’ll be brought on to interact with customers live on Zoom (pre-scheduled calls) who are setting up our software. Here are some examples:

• Comfortable meeting with English-speaking clients on video calls in US time zones
• Develop custom workflow solutions for clients’ unique needs (APIs workflows)
• Walk-thru Zapier automation to update a CRM without breaking other customer workflows
• Setup our native CRM integrations (e.g. HubSpot)

1. You’ll also contribute to other areas, helping the product team and levelling up our internal and customer-facing documentation to prevent future issues. You will:

• Create internal documentation for integration solutions you come up with
• Assist with quality assurance / manual testing of development release items
• Ensure our external integration docs remain accurate
• Record tutorial videos for internal-facing docs

The onboarding process includes a standard 2-3 week training, complemented by personalized mentorship and coaching. While the company expects you to have a strong technical aptitude, they are ready to provide the necessary guidance to help you quickly scale and excel in your role. During the initial weeks, you will shadow inbound support tickets and integration requests, gaining valuable hands-on experience. You will also have the opportunity to work on projects that involve setting up diverse integrations, enabling you to learn the systems and processes.

This is a full-time position with working hours aligned with the EST time zone (6-hour overlap), but there is room for flexibility as long as 70% of your working hour overlap with EST.

To excel in this role, you need:

• Proficiency in advanced HTML, including DOM manipulation and working with forms.
• Strong knowledge of client-side browser JavaScript, with the ability to write and troubleshoot JavaScript code.
• Experience using the browser console to analyze web pages and debug issues effectively.
• Familiarity with APIs and webhooks, along with experience using tools like Postman and Request Bin to interact and test API integrations.
• Fluency in English (both written and verbal)

Brownie points for:

• Setting up DNS records for custom domains
• Automation tool experience (e.g. Zapier)
• CRM experience (e.g. HubSpot)
• Basic SQL experience querying a database
• Azure service experience (e.g. App Insights)
• Ability to record tutorial videos for external-facing docs
• Proficiency in technical writing

🧐Are you the right fit for this role?

At your core, you enjoy solving problems, and on top of that, people have described you as a:

• Systems thinker - You like looking at the bigger picture and the inter-relationships of the subcomponents of the system.
• Librarian - You’re organized and like to keep track of things with systems, you don’t rely just on your memory.
• Detective - You are curious, open-minded, and seek to understand the root causes of problems and the patterns and trends that emerge over time
• Scaler - If you keep seeing the same problem coming up over and over, you want to figure out a singular solution to solve it for good.
• Pleasant human who enjoys talking to customers - Helping others keeps you engaged, and you have a track record of kindness.

What’s in it for you?

• $1800 to $3000* per month
• Full-time employment with the opportunity to work remotely from any location
• Flexibility in terms of job responsibilities, which can be discussed and tailored to suit the candidate's skills and interests. This may include taking on additional product development, quality assurance (QA) work, or assuming more ownership of integrations
• Possibility for salary increases in the future, although the company does not have a predefined plan in place

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

This job opening is actively seeking the perfect candidate and will close once found. To ensure your application is considered, take the time to carefully read the job description and submit a high-quality application that stands out.

JobRack has been contracted by Referral Rock to support them in their hiring process on their behalf.

As part of this, the JobRack team has gained a full understanding of the needs of Referral Rock and will review, filter, screen and test candidates in line with this.

Candidates that best meet the needs of the employer will be submitted as part of a final shortlist. Feedback will be provided throughout the process.

At the request of Referral Rock applications for this position must be submitted through JobRack and direct contact with the employer is not desired. If you have any questions, please contact JobRack at sandra@jobrack.eu

The hiring process for this position will include the following steps:

1. Completing the application form on JobRack.
2. Recording a short video introduction of yourself.
3. If shortlisted, completing test tasks.
4. Attending video interviews to discuss your previous experience and the new role in more detail.

In case you are applying for a full-time role: Please note that this position requires 100% commitment and is not suitable for those seeking a side job, freelance work, or part-time employment. It is important to only apply if you intend this to be your primary and only full-time job. Any attempts to work multiple full-time jobs without the knowledge of your employer may result in termination and a ban from applying to other jobs on the JobRack site.

– Only candidates from Eastern Europe are eligible to apply –

To make sure you receive updates on your application please add sandra@jobrack.eu to your email address book. Got questions about working remotely? Check out JobRack’s FAQ for answers to everything you might want to know. https://jobrack.eu/jobseeker-faq