Technical Support Specialist - Lead Generation

Constant Contact’s Lead Gen & CRM platform is a Gainesville-bred, cloud-based automation technology platform for marketing agencies and small- to mid-sized businesses (SMBs) that rivals top competitors with its features, functionalities, and performance. We pride ourselves in knowing that our product is powerful, affordable, and accessible for everyone. With a team working from home offices across the country, we're looking for people who like working in small teams and are excited about being part of a fast-growth organization.

With that in mind, we are looking for someone that can bring a broad range of technical and user support services to the organization. The Technical Support Specialist will be responsible for resolving technical support queries that come in via phone, email, and chat systems related to our in-house Lead Gen & CRM software application. You will also conduct comprehensive bug reports, submit feature requests and usability requests, and test applications.

Are you inquisitive and attentive when people present you with their questions or issues? Do you enjoy troubleshooting and solving difficult problems with special attention to customer needs? If you answered yes to these and you are interested in joining a dynamic and successful tech company where your work makes a significant impact on the entire organization, then we want to talk to you!

What You'll Do:

• Provide technical software support for a global customer base
• Provide timely and high-quality technical support to clients worldwide via email, chat, phone, or as additional channels are identified in the future
• Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases
• Formulate alternative or unique solutions to help customers achieve their goals
• Collaborate with engineering team through creation of Jira tickets and direct communication to resolve customer issues and feature requests 
• Track progress and work with other departments towards timely resolutions.
• Document and communicate operational issues, system defects, workarounds, hot fixes and product enhancements in ticket systems
• Contribute to internal knowledge base for current and new team members
• Ensure support cases are properly classified for use in the app success initiative
• Days off and schedules may vary based on the needs of the business
• Other duties as assigned

Who You Are:

• You are comfortable working with a SaaS solution and supporting customers who utilize it
• You can communicate clearly in verbal and written form to a variety of audiences
• You are comfortable and effective in presenting ideas and information to stakeholders
• You enjoy thinking critically and are not daunted by complex situations
• You are naturally inquisitive and curious which makes you a creative problem solver
• Self-driven to succeed in current position, as well as driven to excel in overall career
• You have great self-awareness and can take initiative and prioritize effectively
• Strong knowledge of Microsoft (Word, Excel, PowerPoint) and/or Google suite applications (Docs, Sheets, Slides)
• 2 years of relevant experience required 
• Experience using Salesforce, Zapier, or other marketing automation tools is a plus!
• Knowledge of email deliverability concepts is a plus!
• Previous experience using HTML and API is a plus!
• If you are bilingual, that is a plus!