Technical Support Specialist - Lead Generation

Constant Contact; United States; À distance; USD 60 000 - 85 000; Plein temps

Résumé du poste

Constant Contact seeks a Technical Support Specialist to provide high-quality technical assistance for our Lead Gen & CRM SaaS platform. You will handle inquiries from a global customer base via email, chat, and phone, triaging issues, and working with engineering to resolve bugs and requests.

You will document defects, contribute to the knowledge base, and help streamline support processes. This role is suited to individuals who enjoy problem-solving and customer success in a fast-growing tech

Qualifications

• Experience providing technical software support for SaaS products.
• Strong troubleshooting and problem-solving skills.
• Clear written and verbal communication in English.

Responsabilités

• Provide technical software support for a global customer base.
• Provide timely and high-quality technical support to clients worldwide via email, chat, phone, or additional channels.
• Respond to cases in the ticketing system and manage a backlog of pending cases.
• Collaborate with engineering to resolve issues and document bugs and feature requests.
• Track progress and coordinate with other departments for timely resolutions.
• Document operational issues and create knowledge base content.

Outils

Jira

Description du poste

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