We are looking for a Customer Support Engineer to join our growing team. This is a unique opportunity to be a go-to, escalated technical support resource, become a product expert for a marketing analytics software, and interact with our unique & successful customer-base.
Responsibilities
- Be an escalated technical support resource for our Customer Support & Customer Success teams
- Manage complex, customer-facing support inquiries via email & scheduled phone support
- Debug & troubleshoot software issues, such as attribution tracking issues
- Lead a daily meeting with Development to triage, expedite, and close customer sensitive issues
- Lead & contribute to the growth of our Help Center by completing & delegating written & video support documentation
- When required, become the ongoing point-of-contact from Support for select High MRR customer accounts until the customer’s issues are resolved
- Work in tandem with our Director of Customer Support and Team Lead to QA customer support tickets
- Help our Customer Success Managers build customer-specific zaps in Zapier
- Respond to inquiries in the Wicked Facebook User Group and Adleaks Facebook User Group
- Provide internal technical support to our Customer Success & Support teams via Slack and Zoom
- Provide external support to our Certified Partners via our Partners Slack workspace
- Provide product & process direction based on recurring customer support issues
Skills & Qualifications
- Ability to manage multiple complex customer issues at once
- Exceptional written & verbal communication skills with experience communicating through email and Zoom conferencing
- Exceptional problem solving, analytical, and customer care practices
- Prior experience with HTML & API support issues (either self-troubleshooting or working directly with the Development team)
- Experience creating help documentation in both written and video formats
- Primary Core Value: working as part of a team for the greater good of clients and our company
- 2-5+ years Technical Customer Support experience
- Non-California resident
Perks & Benefits
- 100% remote work environment
- Salary
- 401k
- Paid vacation
- Health insurance
- Equity grants after trial period
To apply, click here.