ABOUT US

Prokeep is a cutting-edge distributor revenue and relationship engine on a mission to empower distributors to win.
Trusted by over 1,000 distributors and 40,000 users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day.
We serve the $100+ billion distributor market, enabling them to build stronger relationships, drive demand, and positively impact the communities they serve. By enhancing customer experiences and streamlining communication, we’re not just solving problems—we’re transforming industries and building stronger connections across the supply chain.
Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you’re passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board.
Let’s shape the future together—one connection at a time!

QUALIFICATIONS

• 2+ years of technical support experience in a SaaS environment identifying, troubleshooting, escalating, and resolving technical software issues.
• Knowledge of Microsoft technologies, including Active Directory, Azure, and Exchange.
• A strong understanding of concepts such as vLookups/xLookups, writing formulas in Excel, relational databases, and REST APIs.
• Deep understanding of API-based integrations and practical experience setting them up.
• Comfort with reading system logs in tools like PaperTrail or CloudWatch.
• Experience with ticket management tools such as HubSpot or Zendesk.
• Strong communication skills, both written and verbal, with the ability to translate complex topics into customer-friendly explanations.
• Highly analytical and resourceful problem-solver who thrives in a collaborative, fast-paced environment.
• Customer-first mindset with a commitment to delivering high-value support experiences.
• Self-motivated with a strong sense of ownership, urgency, and execution.

PREFERRED EXPERIENCE

• Experience working with telephony systems and understanding of VoIP architecture.
• Familiarity with carrier line provisioning processes and TCPA compliance considerations.
  If you are passionate about technology, enjoy working with customers, and thrive in a dynamic and challenging environment, we encourage you to apply for this exciting opportunity to join our team as a Technical Support Specialist at Prokeep.

• Provide expert troubleshooting and guidance on technical issues across multiple channels (email, phone, remote desktop, and chat).
• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner.
• Configure, troubleshoot, and resolve customer inquiries and technical issues related to software functionality, configurations, Single-Sign-On (SSO), and ERP/CRM integrations.
• For complex issues, escalate to Engineering and Product teams or other relevant stakeholders, ensuring a smooth handoff and swift resolution for the customer.
• Accurately document all customer interactions and technical issues in HubSpot, and track trends to help identify opportunities for process and product improvements.
• Contribute to the continuous growth of Prokeep’s knowledge base by creating and updating helpful resources based on customer interactions.
• Stay ahead of new features and product updates. Educate customers on best practices and help them leverage Prokeep to optimize their workflows and business processes.
• Availability for occasional after-hours coverage, including evenings or weekends.