Technical Support Specialist

Sugar Maple Interactive, based in Wake Forest, North Carolina, builds time-saving web applications for small businesses and nonprofits. We are a rapidly growing company with room for advancement.

We are seeking a full-time (35 hours per week) Technical Support Specialist. This is a remote position that will handle email and phone support requests and provide online demos for current and potential clients of our REACH sponsorship and donor management platform (http://www.reachapp.co). REACH serves non-profits and ministries around the world that provide basic needs (food, shelter, basic healthcare) and education to vulnerable and/or orphaned children around the globe. 

The ideal candidate will become a trusted advisor for our clients and will need to have strong customer service skills, be able to remain calm under pressure, have excellent oral and writing skills and take pride in seeing problems resolved to completion. An interest and experience in the nonprofit world is highly preferred. 

Responsibilities:

Provide online demos of REACH to potential nonprofit clients

Assist current nonprofit clients with setting up and maintaining their REACH account

Help clients troubleshoot and resolve issues they encounter through our Help Desk ticketing system

Work alongside our developers to resolve difficult cases or ongoing system issues

Skills:

Excellent customer service skills with the ability to work patiently with clients of all ages and technical skill levels

Excellent oral and written communication skills

Solid knowledge of Mac OS X, email, and web browsers

Keen troubleshooting, critical thinking, and prioritization skills

Eagerness to learn new software and skills

Experience:

Minimum 1-year experience in information technology or technical support

Supporting, volunteering or working with nonprofits is ideal

Education:

High school diploma/GED required

Bachelor’s or Associate’s degree preferred

This remote position is for 35 hours per week during normal business hours, 8 am to 5 pm Monday through Friday. The salary for this position will be dependent upon experience with a package of benefits including health insurance coverage, a Simple IRA retirement fund and generous paid time off.  All applications will be treated confidentially. Equal opportunity employer.

To Apply, click below to send us an email.  Make sure to include a Cover Letter and a Resume to be considered for the position.
No phone calls please. 

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