Technical Support Specialist
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Job Description
Technical Support Specialist role involving customer support via email and phone for email marketing software. Collaborating with teams and maintaining product knowledge to enhance user experience.
Responsibilities:
- Serve as the first point of contact for customer inquiries, delivering timely and effective solutions.
- Troubleshoot and resolve a wide range of technical issues with accuracy and professionalism.
- Provide guidance and best practices to help customers maximize the value of our email marketing software.
- Collaborate with product and engineering teams by sharing customer insights to improve features and user experience.
- Maintain clear, up-to-date internal documentation and resources for both customers and colleagues.
- Continuously develop product knowledge and stay informed on new features, updates, and processes.
Requirements:
- 1–2 years of experience in customer or technical support roles
- Proven success in customer-facing positions
- Eagerness to learn and openness to constructive feedback
- Team-oriented, collaborative, and solutions-focused mindset
- Strong problem-solving and troubleshooting abilities
- Commitment to continuous process improvement
- Experience working effectively within a remote team
- Proficiency with Salesforce or other CRM platforms (Nice to Have)
- Familiarity with SaaS applications and cloud-based software (Nice to Have)
- Comfortable using collaboration tools such as Slack and Google Workspace (Nice to Have)
- Exposure to AI-powered chatbots and related technologies (Nice to Have)
Benefits:
- Competitive benefits including: medical/dental/vision insurance, life/accident/disabilities insurance, supplemental health benefits, FSA, EAP and pet insurance
- Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.
- Paid Volunteer Time
- 401k plan with a company match on your contributions.
- Employee-centric and supportive remote work environment with flexibility.
- Support for life events including paid parental leave.
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