Technical Support Specialist - Lead Generation
New
C
Constant ContactMarketing automation
Gainesville, FL or Remote - USFull-TimeLead
Salary20.2 - 25.25 USD per hour
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Job Details
- Experience
- 2 years of relevant experience required
- Required Skills
- HTMLSalesforceJiraMicrosoft OfficeRESTful APIsGoogle Workspace
Requirements
- Have 2 years of relevant experience.
- Be comfortable working with a SaaS solution and supporting customers who use it.
- Have strong knowledge of Microsoft Word, Excel, and PowerPoint and/or Google Docs, Sheets, and Slides.
- Communicate clearly in verbal and written form to a variety of audiences.
- Present ideas and information effectively to stakeholders.
- Think critically when handling complex situations and solve problems creatively.
- Take initiative and prioritize effectively.
- Experience with Salesforce, Zapier, or other marketing automation tools is a plus.
- Knowledge of email deliverability concepts is a plus.
- Previous experience using HTML and APIs is a plus.
Responsibilities
- Provide technical software support to customers using the Lead Gen & CRM platform via email, chat, phone, and other identified channels.
- Respond to support cases in the ticketing system and manage a backlog of pending cases.
- Troubleshoot customer issues and formulate alternative solutions to help customers achieve their goals.
- Create Jira tickets and communicate directly with engineering to resolve customer issues and feature requests.
- Track progress and work with other departments toward timely resolutions.
- Document operational issues, system defects, workarounds, hot fixes, and product enhancements in ticket systems.
- Contribute to the internal knowledge base for current and new team members.
- Classify support cases for the app success initiative.
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