Help Desk Support Expert

hace 6 horas


San Francisco, Heredia, Costa Rica Campaign Monitor A tiempo completo

The Company Overview

Marigold Relationship Marketing is a leading provider of world-class martech solutions, empowering marketers to create lasting customer relationships.

We are headquartered in Nashville, Tennessee, with offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role

As a Technical Support Specialist, you will be part of our Global Support team, committed to delivering legendary service to our customers.

You will be responsible for answering client questions, performing basic troubleshooting of platform issues, and providing expert advice and support through various channels.

This role requires daily client contact, prioritizing cases efficiently, and resolving issues in a timely manner while exceeding customer expectations.

Key Responsibilities
  • Ensure a high level of service and support across multiple channels
  • Prioritize, manage, and resolve individual support cases within our ticketing system based on urgency and impact
  • Proactively monitor and follow-up on owned cases to guarantee timely resolution and high customer satisfaction
  • Communicate technical information clearly and effectively to both technical and non-technical stakeholders
Ideal Qualifications

To succeed in this role, you should have:

  • 1+ years of related support/service experience, ideally in the SaaS space or equivalent education
  • Bachelor's degree in computer science or equivalent degree
  • Active command of the English language
  • Basic knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)
  • Basic knowledge of Linux/Unix production environments, networking, and security concepts
  • Basic knowledge of databases including SQL
What We Offer

We provide a competitive salary and benefits package, including:

  • Medical/dental/vision insurance
  • Life insurance
  • Unlimited PTO (Open Time Away)
  • Leave without pay, bereavement leave, marriage, paid parental, and birthday leave
  • Meal and transportation subsidy
  • English program
  • Employees' Association
  • A supportive work environment with flexible work hours and hybrid/work from home options


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