Technical Customer Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Specialist providing technical assistance for marketing analytics platform. Collaborating with customers remotely to resolve issues and offer guidance in using the platform.
Responsibilities:
- Serve as the primary point of contact for customers seeking technical assistance via various channels including email, video conferencing, and live chat.
- Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage.
- Collaborate with customers to understand their technical requirements and provide tailored solutions to meet their needs.
- Escalate unresolved issues to the appropriate internal teams such as engineering or product development, and effectively manage customer expectations and communications related to the troubleshooting effort and resolution.
- Document, with a high degree of accuracy all customer interactions, issues, and resolutions in our Support ticketing system.
- Assist in the development and maintenance of technical support documentation, including knowledge base articles, troubleshooting guides, and FAQs.
- Stay up-to-date on product enhancements, new features, and industry best practices to provide timely support and guidance to customers.
- Participate in regular training sessions to enhance technical knowledge of cross functional team mates
Requirements:
- 2-3 years experience delivering effective technical support within a Martech or SaaS company
- Bachelor's degree in a technical discipline, or an equivalent combination of work experience and relevant third party certifications
- Basic web programming and SQL knowledge
- Familiarity with web technologies, APIs, data integrations, and data warehousing
- Experience with CRM systems and support ticketing platforms (e.g., Salesforce, Zendesk)
- Effective problem-solving skills to identify and implement solutions
- Highly motivated and able to prioritise effectively within a largely asynchronous and remote work environment
- Clear and flexible communication skills with both internal and external parties
- A mindset of continuous personal growth and development
Benefits:
- Fully remote work considering candidates in Eastern time zones (EST)
- Regular training sessions to enhance technical knowledge
Similar Jobs
IT Support Administrator
IT Support Administrator responsible for technology support in a healthcare company. Maintaining systems, automating processes, and ensuring team productivity in a remote setup.
IT Specialist
IT Specialist providing 100% remote support to a global team; resolving tickets and ensuring system integrity.
IT Engineer
Onsite IT Engineer providing technical support to healthcare clients in Vero Beach, FL. Collaborating with executive teams and leading infrastructure improvements in Managed Service Provider context.
Principal Technical Program Manager – Core Services, Enterprise Architecture
Principal Technical Program Manager overseeing Core Services and Enterprise Architecture for Allegion. Leading cross-functional teams and driving technical roadmaps to enhance security technology solutions.
Helpdesk / IT Support – Specialist
Service Desk Mitarbeiter providing IT support and ensuring communication for business clients in a remote role. Position involves troubleshooting, ticketing, and client communication for technical issues.
IT Support Analyst, Junior
Support Analyst for IT infrastructure focusing on quality service and improvements. Engaging in preventive actions and collaboration with the technical support team in a remote setting.
Helpdesk Engineer
Helpdesk Engineer providing tech support and onboarding for CyberSheath's Managed Services clients. Working on project tasks related to system administration and cloud solutions in a virtual environment.
Area Credit Manager
Area Credit Manager overseeing accounts receivable portfolio for SRS Distribution. Ensuring timely collections, processing credit applications, and collaborating internally and externally.
IT Support Specialist
IT Support Specialist providing internal technical support at Domaine, the largest independent Shopify partner. Ensuring technical resources and security compliance for employees.
IT Support – Incident Management
Response Team Member at Gainwell Technologies ensuring effective actions to service disruptions. Responsible for incident monitoring and stakeholder communication in Bangalore.
Helpdesk, IT Support – Mitarbeiter
Service Desk Mitarbeiter supporting business clients with IT issues and ensuring high service quality. Proactive monitoring of systems and communication with clients in professional settings.
Helpdesk / IT Support Employee (m/f/d)
Service Desk Mitarbeiter providing IT support for business clients. Handling IT disruptions and ensuring high service quality in a fully remote role.
Helpdesk / IT Support, Employee
Service Desk Agent supporting renowned B2B clients with IT inquiries. Collaborating within a motivated team and ensuring high service quality in a remote setting.
Bilingual Helpdesk Associate
Bilingual Helpdesk Associate handling customer inquiries in English and Spanish. Providing technical support and maintaining long-term customer relationships.
IT Support Specialist
IT Support Specialist providing essential technical support for Bold Commerce's remote team. Focusing on employee access management, troubleshooting, and system maintenance.
Senior Federal Acquisitions Helpdesk Analyst
Senior Analyst supporting Momentum Financials implementations at CACI for government clients. Providing customer support and leading team engagements in a high visibility environment.
IT Supporter
IT Supporter helping customers with IT system inquiries. Analyzing and resolving hardware and software issues remotely and on-site.
IT Support Trainee
IT Support Trainee at NTT DATA Business Solutions providing technical support. Working on daily IT-related tasks across various responsibilities in the NTT DATA team.
IT Support Specialist
Help Desk Technician providing remote IT support for a growing portfolio of users. Troubleshooting, documenting, and resolving technical issues via phone and email.
PMA Audit Specialist
PMA Audit Specialist conducting onsite inventory audits and analyzing data for customers. Requires extensive travel and collaboration with various teams in North America.