Customer Experience Advocate
hace 3 días
About Selligent Marketing Cloud
We provide cutting-edge marketing cloud solutions, designed to help marketers succeed. Our goal is to empower marketers with the tools and expertise they need, to deliver exceptional customer experiences.
**Job Description**
We are seeking a talented Technical Support Specialist to join our global support team. As a member of our team, you will be responsible for delivering exceptional client experiences, by providing timely and effective solutions to complex platform issues.
About the Role
This is a challenging and rewarding role, that requires a unique blend of technical expertise and customer-focused skills. You will be working closely with internal stakeholders and clients, to identify and resolve issues, and ensure seamless delivery of our marketing cloud solutions.
Key Responsibilities
- Analyzing complex platform issues and developing effective solutions
- Providing timely and professional support to clients, via multiple communication channels
- Collaborating with internal teams, to ensure seamless delivery of our marketing cloud solutions
- Documenting all case details and troubleshooting steps, in our CRM system
- Identifying areas for process improvement, and contributing to the development of new procedures and guidelines
Requirements
- 3-5 years of related support/service experience, ideally in the SaaS space
- Relevant Bachelor's degree or equivalent combination of education and experience
- Ability to adapt to a changing environment and handle multiple priorities
- Excellent English skills - both written and verbal
- Possession of strong technical aptitude, with the ability to learn new systems and technologies quickly
- Dependable, motivated, self-starter, with the ability to direct work efforts independently
Tech Requirements
- Basic experience with support tools such as Splunk, New Relic, Kibana, SalesForce, Sentry One, Grafana, and AWS Cloud Watch or similar
- Solid knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)
- Solid knowledge of Linux/Unix production environments, networking, and security concepts
- Solid knowledge of databases including SQL
- Solid understanding of high-level computer languages (CSS / HTML / JS / JSON / XML)
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