Technical Support Specialist

About Us

Prokeep is a software company that has developed the first and only communications and commerce platform built exclusively for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc.). We have assembled a team of employees, customers, and world-class investors to truly revolutionize how commerce is done in wholesale distribution. We envision a world where distributors use our tools to build deeper relationships, provide better service, and transact more easily with customers. We are post product, post revenue, and growing fast in the US and Canada.

Prokeep Values

Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win.

Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.

Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.

Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Position Overview

Reporting to the Manager of Implementation and Customer Support, we are looking for a dedicated and knowledgeable Technical Support Specialist to join our team at Prokeep. This role will focus on providing technical support for our SaaS solution to external customers and working with our Technical Account Manager to support projects such as CRM/ERP integrations, SSO, and technical escalations. The ideal candidate will have a strong background in customer support, exceptional problem-solving skills, and the ability to effectively communicate technical information to both technical and non-technical users.

Responsibilities

• Provide technical support to external customers for our SaaS solution via phone, email, chat, and remote desktop tools.
• Troubleshoot and resolve customer inquiries and technical issues related to software functionality, configurations, Single-Sign-On (SSO), and ERP/CRM integrations.
• Collaborate with cross-functional teams, including software development and product management, to escalate and resolve complex technical issues.
• Document and track customer interactions, including issue resolution steps and follow-up actions, using our CRM system. Experience with Hubspot preferred.
• Contribute to the development and maintenance of technical support documentation, knowledge base articles, and training materials.
• Participate in ongoing training and professional development activities to stay current with product updates, industry trends, and best practices.
• Proactively identify opportunities to improve customer satisfaction, streamline support processes, and enhance product usability.
• Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction through timely and effective support.
• Provide occasional on-site support or training sessions for customers as needed.
  
  

Qualifications

• Minimum of 2 years of experience in technical support, preferably in a SaaS or software company.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively.
• Strong analytical and problem-solving skills, with a focus on providing solutions to customer issues in a timely manner.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Customer-centric mindset and commitment to delivering exceptional service and support to external customers.
• Flexibility to work occasional evenings or weekends to provide support coverage as needed.
• Technical Qualifications:
• Strong understanding of API-based integrations and experience setting them up.
• Proficiency in troubleshooting software applications, web browsers, and operating systems (Windows, macOS, Linux).
• Proficiency in Excel, including VLOOKUPs and other functions.
• Familiarity with HTML, Python, JavaScript, and JSON.
• Familiarity with SMTP and Microsoft Exchange/Outlook.
• Knowledge of Microsoft technologies, including Active Directory, Azure, and Exchange.
• Ability to set up and troubleshoot Single-Sign-On (SSO).
• Comfort with reading system logs in tools like PaperTrail or CloudWatch.
• Experience with helpdesk ticketing systems, CRM platforms (HubSpot preferred), and remote support tools.
• Experience with cloud platforms like AWS (e.g., Amazon Cognito, SES, CloudWatch).
  

If you are passionate about technology, enjoy working with customers, and thrive in a dynamic and challenging environment, we encourage you to apply for this exciting opportunity to join our team as a Technical Support Specialist at Prokeep.

Working Relationship & Compensation

This is a full-time salaried position and is located remote or out of our offices in New Orleans, LA or Atlanta, GA. Prokeep offers generous health, vision, and dental benefits, life insurance, flexible PTO, and equity in our fast growing company.

• Competitive Salary ($65K-$80K)
• Equity Package
• Health, Dental, Vision, Short & Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)
• Yearly Education Stipend
• Flexible PTO Policy
  
  

The Pay Range For This Role Is

65,000 - 80,000 USD per year(Remote - United States)

PI251288122