Application Support Specialist (Tier 2) - 100% Remote

Are you someone who loves helping people with technical challenges

If so, our clients and engineering team want to work with you.

Businesses using our software vary in size and technical expertise. They use our 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 you come in.

If our sales and customer support team can’t solve a client’s technical issue, you’ll be there to swoop in and save the day.

--Interested!!? Please apply here! (instead of hitting the "Apply Button")--

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)

We believe:

• Every business can benefit from a strong referral program, and we're on a mission to help companies maximize their potential through our 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 ours. We’re more interested in doing great work together vs building a 100+ person company
• We care deeply about metrics, product event data, and automation to give our team superpowers (data and feedback driven)
• Done is better than perfect + everything and everyone is a work in progress

Our 20-person team is 100% remote, ambitious, calm + never had a layoff. We work in EST hours but are flexible with at least 70% working hour cross-over.

Please see our careers page for more about us.

Are you a fit?

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 you'll do here

Our customers are businesses that are tech-enabled but not necessarily tech-savvy individuals.

Here’s how we describe the services a customer receives so you get an idea of what the end in mind looks like: https://referralrock.com/customer-services/ (Phase 2 of the Onboarding process)

Right now, various people share the responsibilities below, and we want you to own them as our first dedicated technical support specialist.

You’ll be first up on our technical support queue where you’ll triage tech support requests.

Debug and find solutions for customer technical issues:

• Use basic JavaScript and HTML DOM to set up conversion tracking on webforms.
• 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):

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)

Contributing to other areas:

You’ll be expected to help the product team and level up our internal and customer-facing documentation to prevent future issues.

• 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
• Can record tutorial videos for internal-facing docs

Skills and Experience

If you have the required skills and experiences below, please apply for the position, we can’t wait to meet you!

Required

• Advanced HTML (DOM, Forms)
• Client-side browser JavaScript
• Use of browser console to analyze pages and debug
• Use of APIs and webhooks with tools like Postman and Request Bin

Nice to have

• 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)
• Can record tutorial videos for external-facing docs
• A proficient technical writer

Growth opportunities

Opportunities to advance your career inside the product development team.

• Document client problems and synthesize findings for use in product research and strategy.
• Set up a local dev environment to fix identified bugs.
• Create client-facing support documentation from scratch
• Identify product and integration improvements and create development tasks

Benefits

• Benefits available for US-based Employees
• Flexible PTO and Holidays
• 100% remote

Interested? Please apply here! (instead of hitting the "Apply Button")