Technical Support Specialist - Lead Generation

constantcontact; United States; Remote; USD 28,000 - 35,000; Full time

Benefits offered by this job

Health benefits

Paid leave

Job summary

Constant Contact is seeking a Technical Support Specialist to assist a global customer base with the Lead Gen & CRM platform. You will troubleshoot via phone, email, and chat, log issues in Jira, and collaborate with engineering to resolve requests.

The role emphasizes problem solving, clear communication, and a customer-first mindset. We value experience with SaaS support, familiarity with Salesforce and marketing automation tools, and knowledge of HTML/API.

Qualifications

• 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!

Responsibilities

• Provide technical software support for a global customer base.
• Provide timely and high-quality technical support to clients worldwide via email, chat, phone, or other channels.
• 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.

Skills

Technical support

Communication skills

Problem solving

Self-motivation

Bilingual

Tools

Salesforce

Zapier

HTML

API

Job description

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.

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