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Technical Support Specialist
Posted on 1/4/2023
INACTIVE
Locations
Chicago, IL, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
JavaScript
HTML/CSS
SQL
Communications
Requirements
  • Minimum of 2+ years experience in a T2 or Sr Technical Support role
  • Minimum of 3+ years of experience in a SaaS support environment
  • Proven advanced web application troubleshooting skills
  • Understanding of Database table architecture
  • Strong knowledge of SQL queries, scripts, troubleshooting and debugging skills
  • Knowledge of HTML, CSS, JavaScript, Elastic Search, and Dev Tools
  • Demonstrable experience supporting and solving complex issues
  • The ability to evaluate and focus on in-depth problem analysis of ActiveCampaign products and their use in mixed business cases, and the ability to replicate and document problems for further escalation where required
  • Solid communication skills including technical writing ability
  • Strong analytical skills to help identify product trends and gaps
  • A solutions-oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly
  • The ability to work with conflicting priorities by taking initiative and prioritizing accordingly
  • Incident management and coordination will be an added advantage
  • You know how to work with API docs and you can run simple API queries via Postman or similar clients, as part of your debugging process
  • A technical support engineer with strong troubleshooting skills and an ability to navigate through multiple product environments
  • A problem-solver and decision-maker, who easily guides customers through key moments of their journey (whichever contact channel they choose)
  • A solid teammate that can both follow and lead depending on the situation
  • Set on creating customer wow - you love building a strong rapport with customers and are not afraid to jump on a chat or Zoom screen-sharing session
  • An empathizer. You connect with customers in a genuine way that lets them know you care about their issues
  • Inspiring and excellent at helping your teammates around you
  • A curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out
  • Able to "zoom out" of a problem, in order to ask the right questions, and explain complex issues in simple terms
  • Not afraid to build a business case for change, you iterate everything
Responsibilities
  • Provide advanced technical support for ActiveCampaign customers, actively collaborating with Level 1, Premier Support, Specialty teams, and Engineering
  • Responsible for providing exceptional customer experience, continuously working to exceed customer expectations in all cases
  • Assist in identifying and triaging system issues
  • Continuously learning and improving technical knowledge around the AC platform
  • Actively use advanced troubleshooting skills to research, isolate, analyze, replicate, and identify timely solutions to customer issues of moderate to high complexity
  • Continuously look for broken or inefficient processes, challenge the status quo, provide solutions, and suggest improvements
  • Advocate for customers and raise concerns to the Product team with the goal to make ActiveCampaign the leading CXA platform
  • Be responsible for the creation and maintenance of the team's knowledge base
  • Act as a Technical knowledge resource, facilitating knowledge-sharing sessions with Level 1 and 2 team members, as well as for cross-functional teams in the Customer Org
Desired Qualifications
  • Knowledge of coding or troubleshooting app solutions like ActiveCampaign is a plus!
ActiveCampaign

501-1,000 employees

Customer experience automation platform
Company Overview
ActiveCampaign is the Customer Experience Automation (CXA) category leader.