Technical Support Specialist - Lead Generation

Constant Contact; Gainesville (FL); Hybrid; USD 28,000 - 35,000; Full time

Benefits offered by this job

Paid time off

Competitive benefits

Job summary

Constant Contact is seeking a Technical Support Specialist for Lead Gen & CRM to assist customers across the globe from a Gainesville base or fully remote in the US. You will resolve technical issues, document defects, and work with engineering on Jira tickets and feature requests.

Strong communication and problem-solving skills are essential to helping small businesses succeed. You will engage with a global user base, triage inquiries via chat, email, and phone, and contribute to a growing

Qualifications

• 2 years of relevant experience required.
• Experience communicating clearly with diverse audiences.
• Familiarity with SaaS support environments and ticketing systems.

Responsibilities

• Provide technical software support for a global customer base.
• Deliver timely, high-quality support via email, chat, phone, or other channels.
• Log, prioritize and track cases; collaborate with engineering to resolve issues and capture feature requests.
• Document issues, workarounds and enhancements in the knowledge base for teammates.
• Contribute to internal knowledge resources and help classify cases for product initiatives.

Skills

SaaS support

Customer communication

Problem solving

Cross-functional work

Tools

Microsoft Word

Excel

PowerPoint

Google Docs

Google Sheets

Google Slides

Job description

Technical Support Specialist - Lead Generation

Gainesville, FL or Remote - US

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner.There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non‑profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

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

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non‑profit organizations, and community groups.
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well‑being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in‑person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [e-mail].

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Click here for a full copy of our General Personnel Privacy Notice.