Customer Support Specialist (Rustici) Franklin, Remote

Customer Support Specialist

• Do you love helping people?
• Do you have support experience?
• Do you have technical expertise with web-based applications?
• Did you ever dream of working with a Donnelly brother?

Customer support isn’t something we take lightly. To do customer support well is pretty hard, and it’s important to our way of business here at Rustici Software. Everyone here believes that outstanding customer support is one of the most important things that we do. Everyone.

People contact us because they need help with problems. Since day one, we have had a button on our website that reads ‘Ask us anything’, and people have. It has become an important part of who we are as a company and who we are in the community. We are the folks you come to if you have eLearning questions. We do our best to help everyone who comes to our ‘door’. Even if they never become one of our customers, we try to provide a memorable experience, so that we are at the top of their recommendation list for anyone that does need us.

In this role, you'll serve as one of the first points of contact for all of our customers across all of our products. While we aren’t looking for a developer per se, we are looking for someone with some technical experience with web-based applications. Most of the time, you would be fielding support requests that require you to tap into both your knowledge of our products and the technical knowledge you bring with you. But that isn’t all we do. We work hand-in-hand with the sales team and our account managers to make sure prospects understand our products and then are successful with them.

So, what do we need from you? We don’t look for how many years of experience you have, we look for a particular skill level. Tell us about your level of technical expertise. If you are interested in a particular technology, tell us about it. Have you ever used JavaScript before? A lot of the debugging we do requires us to be familiar with the developer tools in modern web browsers -- let us know if you have any experience with them. 

The most important thing for this position is to have a passion for helping people. We believe that one of the most important things we do in our department, known as Team Delight, is to create meaningful interactions with both our customers, prospects, and folks who may not ever be clients.

About our work

Every day, millions of people around the world access valuable learning and training content powered by Rustici Software’s products. If you’ve ever taken an online course, there’s a good chance our software was running behind the scenes. We specialize in helping software vendors and organizations solve problems specific to implementing eLearning standards, such as SCORM, xAPI, and cmi5. Since 2002, we’ve been sharing our expertise with our customers and the industry by providing resources for creating, delivering, and distributing eLearning content. We are proud to be known as the “SCORM folks,” “eLearning nerds” and most recently, catapulting the learning industry into newer standards.

How we’re different

Rustici Software isn’t your average workplace. There’s a reason why we have been named Best Place to Work by Nashville Business Journal for 14 years.

Over the last 20 years, we’ve created a unique environment where people want to work and look forward to Monday. We strive not to be static. We desperately want to grow, change, and do our work better year over year. This is your chance to work with a group of people who want you to be opinionated about the work we do and how we do it. You won’t always win the arguments we participate in, but you’ll know that we deeply value your input and that your coworkers are as passionate as you.

Rustici benefits

We also take great care of the people who work here, and our benefits are unrivaled.

• Flexible work environment: Rustici Software offers the best of all worlds when it comes to where you work. Remote from your home office, an office in Franklin, TN if you prefer, or a mix of both. We care more about the work that you do than where you do that work.
• Unlimited vacation time
• Medical, Dental, and Vision insurance
• HSA and FSA plans
• Short-term and long-term disability
• Company-paid life insurance
• 401k/Retirement vesting and matching on day one
• Performance-based bonuses
• Office perks: Concierge services, gym equipment, yoga room, and stocked kitchen with snacks and drinks

How to apply

• Tell us why you want to work with us.
• Explain what you can bring to our team.
• Include your resume, portfolio, or whatever best represents your experience.
• Submit your answer to our Customer Support Scenario in the box provided in your application.

Each time we hire, we wait until we find exactly the right person. If that’s you, we really hope you’ll apply. Make sure that what we get from you makes it apparent that you are the right person that this job is important to you, and that you want to work here, not just somewhere.

Check out “An Open Letter” from our Managing Director, Tammy Rutherford. It says a lot about what you need to know before applying to this job opening. You might also want to read up on our answers to the Joel Test to see how we approach software development.

You will also want to spend some time on our website, learn how we think, what we do, and why we have been named a Best Place to Work by Nashville Business Journal for 14 years. Get to know us if you want us to get to know you.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.