Technical Support Specialist - Lead Generation
Constant Contact’s Lead Gen & CRM platform is a Gainesville-bred, cloud-based automation technology platform for marketing agencies and small- to mid-sized businesses (SMBs) that rivals top competitors with its features, functionalities, and performance. We pride ourselves in knowing that our product is powerful, affordable, and accessible for everyone. With a team working from home offices across the country, we're looking for people who like working in small teams and are excited about being part of a fast-growth organization.
With that in mind, we are looking for someone that can bring a broad range of technical and user support services to the organization. The Technical Support Specialist will be responsible for resolving technical support queries that come in via phone, email, and chat systems related to our in-house Lead Gen & CRM software application. You will also conduct comprehensive bug reports, submit feature requests and usability requests, and test applications.
Are you inquisitive and attentive when people present you with their questions or issues? Do you enjoy troubleshooting and solving difficult problems with special attention to customer needs? If you answered yes to these and you are interested in joining a dynamic and successful tech company where your work makes a significant impact on the entire organization, then we want to talk to you!
What You'll Do:
Provide technical software support for a global customer base
Provide timely and high-quality technical support to clients worldwide via email, chat, phone, or as additional channels are identified in the future
Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases
Formulate alternative or unique solutions to help customers achieve their goals
Collaborate with engineering team through creation of Jira tickets and direct communication to resolve customer issues and feature requests
Track progress and work with other departments towards timely resolutions.
Document and communicate operational issues, system defects, workarounds, hot fixes and product enhancements in ticket systems
Contribute to internal knowledge base for current and new team members
Ensure support cases are properly classified for use in the app success initiative
Days off and schedules may vary based on the needs of the business
Other duties as assigned
Who You Are:
You are comfortable working with a SaaS solution and supporting customers who utilize it
You can communicate clearly in verbal and written form to a variety of audiences
You are comfortable and effective in presenting ideas and information to stakeholders
You enjoy thinking critically and are not daunted by complex situations
You are naturally inquisitive and curious which makes you a creative problem solver
Self-driven to succeed in current position, as well as driven to excel in overall career
You have great self-awareness and can take initiative and prioritize effectively
Strong knowledge of Microsoft (Word, Excel, PowerPoint) and/or Google suite applications (Docs, Sheets, Slides)
2 years of relevant experience required
Experience using Salesforce, Zapier, or other marketing automation tools is a plus!
Knowledge of email deliverability concepts is a plus!
Previous experience using HTML and API is a plus!
If you are bilingual, that is a plus!
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Pay Transparency - All Full Time Employees
$20.20—$25.25 USD