About Sonar Software

At Sonar Software, we’re revolutionizing how internet service providers (ISPs) manage their operations. Our cutting-edge SaaS BSS/OSS solution empowers tier 2 and 3 ISPs in the US and Canada to streamline processes, enhance customer experiences, and drive growth. As a fast-growing, remote-first company, we thrive on collaboration and innovation. Backed by Blue Star Innovation Partners, we are poised for significant growth, and we’re on a mission to help ISPs bridge the digital divide and bring internet access to underserved communities.

Department Overview

The primary function of the Support department is to ensure the highest level of satisfaction for our clients throughout their entire journey with Sonar. This department is driven to provide the best customer support possible while remaining aligned with the overall goals of our organization. We act as the first point of contact for live customers who’re looking for assistance with training or troubleshooting of their instance, supported software, integrations, and account management via phone and ticketing systems. These everyday interactions are critical to building mutually profitable and successful business partnerships with all of our valued clients while enabling them to reach their business goals and growth plans. 

Role Overview

The primary function of the Support Agent is to work directly with our clients to support them in their use of Sonar. You will bring the highest standard for providing exceptional customer care and embed that mindset into all that we do for our customers. From ongoing training, communicating best practices, triaging bugs, and identifying new feature opportunities, this client-facing role plays an integral part in building mutually-profitable relationships with our clients. Every interaction and the details of those interactions directly contributes to the client’s perceived value of Sonar. At the same time capturing every one of these interactions into our software and translating improvement opportunities to the other departments will directly contribute to our corporate goals.

Responsibilities

• Ensure a professional, ethical, and accountable approach in all prospect, client, and internal interactions exemplifying our corporate values at all times. 
• Enforcing all required security and privacy protocols in every transaction. 
• Communicating clearly and professionally with customers in written and verbal form. 
•  Maintaining accurate and timely records in ticketing and call log system.
• Manage personal ticket workload to meet prescribed metrics and expected clarity and quality of documentation.
• The ongoing identification of process, tool, and platform improvements and the submission of those ideas through the requested processes of each department to ensure efficient and effective communication for proper vetting. ie. Bug-submitters channel, RD Resource Request Form.
• Attain proficiency in the primary functions and technical workings for Sonar Software including its integrations, API, and web hooks.
• The immediate escalation of issues that cannot be resolved within the authority of this role.
• All other duties as assigned by the Manager.

Qualifications

• 2+ years in a B2B customer support role, ideally within the SaaS industry
• You have strong technical troubleshooting skills and can quickly identify the root cause of issues and resolve or escalate effectively
• You have experience managing multiple priorities in a fast-paced environment, balancing inbound calls and support tickets with ease
• You have exceptional verbal and written communication skills and can interact professionally with customers and internal teams
• You thrive in a collaborative, remote work environment and are accountable, reliable, and self-motivated
• You are passionate about delivering exceptional customer experiences and consistently act with empathy and professionalism

Physical Requirements

• Prolonged periods of sitting and working on a computer: As this position involves extensive use of a computer, the candidate must be comfortable with long periods of sitting and working at a desk.
• Ability to communicate effectively via virtual platforms: This role requires frequent communication with internal and external stakeholders through video calls, phone calls, and email.
• Reliable internet connection: A stable and high-speed internet connection is essential for performing daily tasks and participating in virtual meetings.
• Adequate home office setup: The candidate must have a quiet and dedicated workspace that is free from distractions to ensure productivity and maintain confidentiality.
• Visual acuity: Good vision is necessary for reviewing detailed documents and data on computer screens.
• Manual dexterity: The ability to use a keyboard, mouse, and other office equipment is required.
• Occasional travel: While this position is primarily remote, there may be occasional requirements for travel to company meetings or training sessions.