Suran Systems, Inc. seeks our next great support technician! We’re looking for a candidate who is technically adept, empathetic, and highly efficient to join our support team. Our ideal candidate values quality work, is a collaborative team player, and finds satisfaction in helping our clients succeed in their good work.
In this role, you will work to resolve inbound support tickets from users who need technical support assistance with one of our primary products, CDM+. The ideal candidate will be highly motivated, possess the willingness to learn and adapt, and can maintain a positive and friendly demeanor with interacting with clients and co-workers. You will be tasked with mastering all facets and best practices of the CDM+ application so that you can provide our users with a world-class support experience.
If you enjoy problem-solving, working with customers, and becoming an expert in an evolving and growing software system, we’d love to talk!
Responding to inbound tickets via written response and phone call
Attending both internal and external virtual meetings
Creating guides for internal and external use
Communicating with other team members and departments
Escalating unresolved issues and taking ownership through resolution
Maintaining knowledge of new features and changes within the product that you will be supporting
Excellent troubleshooting skills
Excellent written and oral communication skills
Excellent customer service and interpersonal skills
Strong time-management skills and the ability to easily switch context throughout the work day
Intermediate macOS and Windows navigation and operation skills
Accounting and/or Payroll experience using any software (bookkeeping/clerk work is sufficient)
Ability to quickly and comprehensively learn new software
Detail-oriented and can easily navigate multiple applications and tools at once
Experience using CDM+
Experience working remotely
Teaching and/or software application training experience
Experience working for a faith-based or non-profit organization in an administrative/back-office role
Experience using common software applications [ Zoom, Slack, Confluence, Jira, and screen capturing tools ]
Schedule and Benefits
Your work schedule will be Monday through Friday. Start and end time are negotiable but will be close to 9:00 a.m. to 5:30 p.m. Eastern time. We value a clear work/life balance, and expect you will conclude your work at the appointed time each day. After-hours/weekend work is not expected in this position.
Please note that our busiest time of year is January, so we are seeking someone who does not typically take out of office or travel leave during that month each year.
Writing samples and references will be requested. Interviews will be conducted remotely via video conference.
This is a full-time salaried position with full benefits. Applicants will work remotely and will be provided equipment. We request you provide a quiet workspace and a quality internet connection. Minimal travel is required for staff meetings and conferences (expected twice per year).
A family company in its second generation of management, Suran Systems, Inc. is an established business with 35+ years experience and a growing national and international user base. We develop, sell, and support software solutions primarily for the religious and non-profit sectors.
Suran strives to provide a quality work environment that cares for its employees and customers alike. With both established clients and products and the energy and innovation of a start-up, Suran encourages professional growth while maintaining a healthy work-life balance. One employee recently described Suran as “a low-pressure, high-performance work environment.”
Non-discrimination in employment and personnel practices is and shall be the policy of Suran Systems, Inc. All decisions affecting current or potential employees are made strictly on the basis of ability and performance of duties without regard to race, sex, age, religion, disability, ethnic origin, sexual orientation, gender identity, or marital status.