Sep 27, 2019

Technical Support Representative

  • Administrate
  • Bozeman, MT, USA
Full-time Education

Job Description

Administrate is a training management platform used by hundreds of companies around the world to plan, design, deliver, and measure learning and development for their employees and customers. Our mission is to provide an industry-leading platform that enables enterprises to run their training function more efficiently and effectively so that they can focus more on connecting with people than administrating programs.


We are a fast growing, energetic company, with an established global customer base, a solid core team, and a clear vision. And, we're looking for a new Technical Support team member.


Who We Are


Administrate is an exciting and rapidly growing SaaS company, ready to create its next chapter as we near the end of our first six years in business. Our U.S. office is in beautiful Bozeman, Montana, joining forces with our headquarters in Edinburgh, Scotland, and an office in Beirut, Lebanon. This role will be based on-site at our Bozeman location.


Our platform has evolved a lot in recent years, taking us up market, squarely into the enterprise tech space. We're delighted with the success we've experienced so far, and we enjoy working together.


Part of our mission is to create the Ultimate Human Organization - how we work matters to us as much as what we produce. We take the task of building our team seriously and aim for the best possible, mutual fit. We look forward to bringing on the next A player soon. If you think that might be you, please apply.


About You


You love a challenge and want to be the best. You take pride and ownership in everything you do, and you love helping people achieve their goals.


You're a great communicator and don't mind jumping on the phone to follow up on that well crafted email you previously sent. You have a great technical mind and love digging into the details of something, discovering the reasons behind why something isn't working, fixing it, and communicating that well to others, especially customers. People want to work with you. At work you adhere to high standards, take input, provide input, and wrestle with problems until they're solved cleanly. You enjoy working on a very creative team in a collaborative fashion, and you're not afraid to suggest improvements on how the team could do a better job.


You love to work with smart, creative people and hate mediocrity. Small teams, dynamic organisations, and flexible working environments are what you thrive in. Bureaucracy is for someone else who likes wasting time and effort.


Your work day goes by quickly and you leave at the end of the day with a smile on your face.


You hate bad customer service. You love going the extra mile and experiencing outstanding support, and it bugs you that these interactions are more rare than they should be. You know deep down you could do better and you're not afraid to speak up if you think something isn't working and badly impacting customer experience.


What You'll Do


You'll love our customers and help them be successful. Specifically, you will work as one of the core members of our help desk as the front line of technical support for the company. You'll work closely with our sales, support and training teams to make sure our customers get what they need, when they need it. You will be a major part of the brand our customers experience, and you'll help provide feedback to our product, account management, sales, and marketing teams.


You'll have an open mind and are willing to learn our systems quickly. You will take advantage of our career development track and own your career progression within Administrate. Opportunities abound.


What You'll Need


  • Excellent written and verbal communication skills.
  • A passion for transformative, meaningful, simply outstanding customer support.
  • Great problem solving skills, in particular technical problem solving.
  • Experience in troubleshooting web-based software, with a working knowledge of web protocols, HTML, CSS, and JavaScript
  • An understanding of structured data (XML, JSON, relational databases) and ability to run SQL queries is highly desired.
  • Exposure to REST APIs is highly desired.
  • Knowledge of the software development lifecycle is highly desired.
  • A desire to quickly and efficiently work through problems but also be able to identify patterns that may emerge, take ownership and ensure issues are resolved for the long term benefit of our customers.
  • A desire to learn quickly and deeply about a wide range of issues, and a drive to continually improve.
  • A very strong work ethic, with a track record for getting things done in a high pressure, time sensitive environment.
  • Experience of working in a similar customer focused remote support role is desired but not essential.


What You'll Get

  • Enjoy working as part of a talented team where everyone's input is valued
  • An unrivalled work/life balance - you work a 4-day, 32-hour, week but get paid for 5 days!
  • 22 days paid vacation per year (includes standard US holidays if you choose to take these off)
  • Great tools - MacBook, 27" monitor, mechanical keyboard etc
  • Flexible working schedule
  • Pizza Wednesdays
  • Beer fridge, free snacks and great coffee
  • Corporate membership option at The Ridge
  • Healthcare, Vision & Dental, FSA
  • 401k retirement plan with company match
  • Life and Accidental Death and Dismemberment Insurance

Apply Now