Support Specialist (1666)

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. What’s more, we are a Remote 1st organization, which means we empower everyone to do their best work from home, on the road, or anywhere in between.

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.

• 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
  

• 1+ years in a technical, customer facing 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
  

• 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
  

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:

·       Excellent healthcare package for you and your family

·       Savings and Investment – 401(k) match

·       Unlimited Paid Time Off

·       Paid Parental Leave

·       Online Legal Services (Rocket Lawyer)

·       Financial Planning Services (Origin)

·       Discounted Pet Insurance (Embrace Pet Insurance)

·       Corporate Benefit Program (Working Advantage).  This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public

·       Health and Wellness Reimbursement Program

·       Travel Discounts

·       Educational Resources - Career & Personal Development Program

·       Employee Referral Bonus Program

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

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

If you require a reasonable accommodation to search for a job opening or submit an application, please call +1 (877) 842-7276 with your request and contact information.