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ActiveProspect · 8 hours ago

Support Engineer II

United States

Full-time

Remote

Mid Level

4+ years exp

ActiveProspect is on a mission to make consent-based marketing the best channel for online customer acquisition. They are seeking a Support Engineer II to efficiently problem-solve technical questions and implement solutions for existing clients while managing client relationships and ensuring timely responses to inquiries.

AnalyticsComplianceConsumerData IntegrationEnterprise SoftwareLead GenerationMarketing AutomationSaaS

Growth Opportunities

Responsibilities

Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries

Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance

Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly

Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products

Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team

Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets

Manage timely and accurate responses via Chat support feature

Ability to analyze and problem solve customer issues while remaining empathetic

Ensure a high customer satisfaction score of 95% or higher

Collaborate with Client Success Managers to mitigate client escalations

Actively review and create internal and client-facing documentation and knowledge base articles

Qualification

Client relationship managementTechnical skillsProblem-solving skillsHTML/JavaScript/CSSIssue tracking systemsCustomer service skillsLearn quicklyInternet advertising experienceAttention to detailPresentation skillsWriting skillsPositive attitude

Required

Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions

Ability to learn quickly; become an expert with our products and the supporting technology over time

Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution

Positive, self-starter attitude and desire to exceed client expectations at every opportunity

Attention to detail and absolute focus on the quality of work

Ability to read and understand modern web pages at the HTML/JavaScript/CSS level

Familiarity with common web protocols (HTTP, FTP)

Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems

Excellent customer service, presentation, and writing skills

Bachelor's degree and/or minimum 4+ years experience in a client-facing technical role

Authorization to work in the U.S