SOCi logo

Application Support Specialist

The marketing platform for multi-location brands.

Number of employees

201-500

US flag United States only
SOCi is one of the fastest growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last 4 years in a row.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence across search, social, reviews, listening, ads, bots, and more. As the largest localized marketing platform in the world, SOCi makes the impossible possible by enabling top brands and their locations to strengthen and scale their digital presence across limitless locations.


Our accolades include:

  • Recently closed a Series D investment round of $80 million, led by JMI Equity
  • 4x honoree on Inc. 5000 Fastest Growing Companies in America
  • 2x honoree on Financial Times’ Fastest Growing Companies
  • 3x CEO Finalist for Ernst & Young’s Entrepreneur of the Year award
  • Winner of the MarTech Breakthrough Award for Best Overall Social Media Management Platform
  • #1 Rank by Entrepreneur magazine’s Top Marketing Providers for Franchises, three years in a row
  • Front Runner for Gartner award in Reputation Management & Brand Management
  • 2021 Honoree on Forbes America’s Best Startup Employers

Application Support Specialist

This position will work as a member of the SOCi customer support team which is part of the broader SOCi Customer Success team. This support team is responsible for providing enterprise level application support to customers and partners, and ultimately drive complete resolution to complex issues. All support interaction is done via phone, email, and web and measured by specific support KPIs established by SOCi. The ideal candidate will be flexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with minimal direction, the capacity to work quickly, and identify and fix root cause of technical issues. Having an eye for process and product improvement is critical as we look to the team for input on how to evolve our processes and our products.


Responsibilities:

  • Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
  • Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
  • Document all support interactions and resolutions in the existing case management systems
  • Actively contribute to our technical knowledge base, online community, and other technical documentation
  • Submit well researched and well documented bugs and feature requests arising from customer submitted requests
  • Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements
  • Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.
  • Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
  • Participate in weekend/holiday on-call support rotation as needed
  • Train and mentor new and jr. support staff
  • Work on technical and non-technical projects
  • Provide ideas and assist with creation of documentation and training material for external and internal content
  • Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
  • Achieve expert level with all SOCi products, offerings, and integrations
  • Maintain or exceed our established service levels and productivity standards
  • Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
  • Take on special projects as needed
  • Other tasks and duties as assigned

Requirements:

  • Exceptional communication skills both written & verbal.
  • Strong interpersonal skills & proven success in cross-functional collaboration
  • Develop and maintain expert level mastery of SOCi products
  • Proficient with Salesforce, Freshdesk and Jira
  • Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
  • The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement 

Qualifications: 

  • 2-4 years of direct, verifiable customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
  • Strong written, verbal, and organization skills
  • Strong understanding of technological platforms and web infrastructure
  • Experience with enterprise social media networks
  • Excellent problem solving, critical thinking, and analytical skills
  • Quick learner; able to learn new technologies on own as necessary
  • Ability to work effectively cross-functionally with Product, Sales and Customer Success.
  • Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
  • Willingness to work off hours (nights and weekends) as urgent customer needs dictate
  • Committed team player with the ability to function both independently and as part of a team
  • Must be personable, friendly, and able to work efficiently under time constraints.
  • In this position, you will routinely act independently while researching and developing solutions to customer issues
  • Experience working with social media platforms and listings management software is a plus 
  • Experience working with local landing pages and SEO is a plus

What's SOCi's culture like?

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home or in our office locations in both San Diego, CA and Austin, TX. We offer flexible PTO, comprehensive health & benefits packages, 401k and matching  (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. 

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

About this role

October 2nd, 2022

July 4th, 2022

Full Time

To apply, you must have a permit to work in this country.
SOCi is hiring for this role in these timezones.
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About SOCi

Learn about SOCi and their company culture.

View company profile

The marketing platform for multi-location brands.

SOCi is one central place to scale marketing that’s brand directed, locally perfected, and data connected. 

What's SOCi's culture like?

SOCi stands for Selfless, Overachievers, Customer Centric, and Innovative. We strive to be in service to each other, consider learning as Job #1. We are life-long learners and care to grow the company just as much as we care to grow each other. We obsess over the customer problems such that we can deliver the most valuable solutions to them. We hold each other accountable, are candid in our feedback, and expect you to do the same. It's okay to make mistakes, it's not okay to not learn from them. We partner strongly across departments and function, as we know it'll take a village to succeed. One team, one dream.

Tech stack

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Benefits and perks

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Learning and development budget

Learning and development budget

Learning budget (books, online courses), active career coaching and professional development to keep you growing.

Unlimited time off

Flexible paid time off

Take as much time off as you want as long as it doesn't interfere with your ability to do your work.

Retirement benefits

Retirement benefits

Generous 401(k) and company matching to help you invest in your future.

Healthcare benefits

Healthcare benefits

Comprehensive health & benefits packages

Social Media Marketing
Number of employees

201-500

2012

Afif Khoury

These are the countries where employees are currently based.

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Number of employees

201-500

Dollar sign

120k-200k USD

Full Time
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