Technical Support Specialist

Selligent Marketing Cloud

United States
Aug 3rd, 2022
Are you passionate about facilitating positive user experiences? Do you love enabling and empowering others? Do you get excited about diving deeply into technical issues and solving for solutions?
If so, we would love to hear from you!
The Role:
Campaign Monitor is seeking a passionate individual for our tight-knit team of Technical Support Specialists. Ideal candidates are great communicators (both internally and externally), have experience supporting users in a SaaS environment, and are patient, thorough, and kind.
We are a team of self-directed learners who take pride in being technologically adaptable, skilled at troubleshooting, and combining these skills to promote great user experiences. To be a good fit, you’ll need to be a strong collaborator, receptive to feedback, and skilled at explaining complex topics to users of all skill levels.
Our team provides email support to all users and phone support to priority users. Strong written and verbal skills are essential.
What this role is not:

This role is not an internal-facing IT support position—it is primarily customer-facing. While skills related to internal IT support, software engineering, and IT analyst roles are of great benefit, the primary focus of our team is the end user. Technical prowess alone is not sufficient to achieve success on our team.

In This Role You Will:

  • Answer customers in a timely, efficient, knowledgeable, and personable manner
  • Help our customers with queries over email, phone, and social channels
  • Troubleshoot technical issues
  • Provide best practice advice
  • Welcome new customers
  • Reach out to customers for feedback
  • Hand off and escalate cases as needed
  • Leverage insights gained from support communications to help our product team enhance the in-app user experience
  • Answer internal support-related questions from colleagues on other teams.
  • Help maintain internal support documentation resources
  • Stay up to date on processes and functionality of new product features
What are the perks:
  • Generous annual leave and holiday schedule
  • Salary continuance, health insurance (US only), life insurance
  • A supportive work community that promotes a healthy work-life balance
  • Professional development resources

Interested? We would love to hear from you! Please provide us with a cover letter outlining how you would be successful in this role along with your CV.

If you require alternative methods of application or screening, you must approach Selligent Marketing Cloud directly to request this, as we're not responsible for the employer's application process.

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