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Customer Support Specialist
Updated on 2/9/2023
United States
Experience Level
Desired Skills
Customer Service
  • Obtain advanced knowledge of ActiveCampaign features and services
  • Effectively resolve a high volume of customer inquiries via multi-channel support (email, live chat, phone and screen sharing, etc.) in an accurate and timely manner. Typical inquiries range from account issues to diagnosing complex software issues
  • Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution
  • Proactively identify improvements to the product, isolate and reproduce bugs and otherwise determine high-impact opportunities to enhance the customer experience
  • Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilize our platform
  • Maintain quality in a high velocity environment by keeping composed to best help users in potentially tense and difficult situations
  • Partner with development teams to drive stability, operational excellence, author KB articles, and a culture of efficiency
  • Compose thoughtful, personalized responses for a variety of customer requests
  • Keep on top of the latest news in regard to email marketing, deliverability, and small business marketing in general
  • Most importantly, build upon ActiveCampaign's goal of creating the best customer experience in the industry as we look for our own platform to improve the customer experience of over one million growing businesses
  • 1-2 years of experience in providing real-time customer service for administering SaaS solutions
  • Have strong analytical, organizational, written, and verbal communication skills
  • Ability to efficiently respond to a significant number of emails, live chats, and phone calls per day and produce high-quality answers
  • Ability to work shifts that range from 8 am - 8 pm CT and be available for in-person training sessions and other events in the Chicago office
  • A solutions-oriented mindset with the ability to create memorable customer experiences and explain technical problems succinctly and clearly
  • A natural problem solver, who can think under pressure and flourishes in a fast-paced environment
  • A passion for customer support and the role it plays in making a customer-centric team successful
  • An entrepreneurial spirit and attitude
  • A self-motivated, curious learner and proactive team player mindset with innovative ideas to inspire customer adoption
  • Excellent communication and conflict resolution skills & the ability to relate to others under pressure
Desired Qualifications
  • Prior experience in software/technical support is a plus

501-1,000 employees

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