Technical Customer Support Specialist - US Remote

We’re looking for our new Technical Support Specialist to join our Customer Support team based in North America.

This role is fully remote and we will consider candidates in Eastern time zones (EST). States where we can hire remotely: Delaware, Florida, Georgia, Indiana, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Vermont, and Virginia.

In this role, you will…

As a Technical Support Specialist, you will serve as an invaluable partner for our customers, working with them as they use our platform to manage their marketing data to make informed business decisions. This will include identifying and resolving issues, providing technical guidance, diagnosing and functionally escalating issues, consultations on report building and data management initiatives, and advising on best practices to our customers to support them in reaching their goals.

Your day-to-day work and responsibilities include…

• 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

This position is for you if you have…

• 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)

• Have effective problem-solving skills to identify and implement solutions. Including self-driven research, collaboration with other departments, and testing

• Be highly motivated and able to prioritise effectively within a largely asynchronous and remote work environment.

• Have clear and flexible communication skills with both internal and external parties

• Have a mindset of continuous personal growth and development.