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Technical Support Specialist

Sugar Maple Interactive | REACH


Technical Support Specialist

Sugar Maple Interactive, based in Wake Forest, North Carolina, builds time-saving web applications for small businesses and nonprofits.

We are seeking a full-time (35 hours per week) Technical Support Specialist. This is a remote position that will handle email and phone support requests and provide online demos for current and potential clients of our REACH sponsorship and donor management platform (http://www.reachapp.co). REACH serves non-profits and ministries around the world that provide basic needs (food, shelter, basic healthcare) and education to vulnerable and/or orphaned children around the globe.

The ideal candidate will become a trusted advisor for our clients and will need to have strong customer service skills, be able to remain calm under pressure, have excellent oral and writing skills, and take pride in seeing problems resolved to completion. An interest and experience in the nonprofit world is highly preferred.


  • Provide online demos of REACH to potential nonprofit clients
  • Assist current nonprofit clients with setting up and maintaining their REACH account
  • Help clients troubleshoot and resolve issues they encounter through our Help Desk ticketing system
  • Work alongside our developers to resolve difficult cases or ongoing system issues


  • Excellent customer service skills with the ability to work patiently with clients of all ages and technical skill levels
  • Excellent oral and written communication skills
  • Solid knowledge of Mac OS X, email, and web browsers
  • Keen troubleshooting, critical thinking, and prioritization skills
  • Eagerness to learn new software and skills


  • Minimum 1-year experience in information technology or technical support
  • Supporting, volunteering, or working with nonprofits is ideal


  • High school diploma/GED required
  • Bachelor’s or Associate’s degree preferred


This remote position is for 35 hours per week during normal business hours, 8 am to 5 pm Monday through Friday. The salary for this position will be dependent upon experience with a package of benefits including health insurance coverage, a Simple IRA retirement fund, and generous paid time off.  All applications will be treated confidentially. Equal opportunity employer.



- Virtual, North Carolina
Wake Forest, North Carolina
Customer Service
For-Profit Vendor
$30,000 to $50,000
Posted on:
January 28, 2021