Facebook pixel

Premier Support Specialist
Confirmed live in the last 24 hours
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
Sales
Communications
Requirements
  • Provide dedicated support for our Agency partners and high-value ActiveCampaign accounts
  • Be responsible for the customer experience and work to exceed customer expectations in all cases under your specialized domain, providing high-quality support via live messaging/chat, asynchronous channels, video/screen-sharing, and video calls if and when needed
  • Collaborate with Support colleagues using fundamental troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity in your domain
  • Collaborate with Technical Support colleagues to ensure efficient handoffs of customer issues requiring technical resolution or involvement of the engineering team
  • Dedicatedly look for solutions to problems and propose improvements if something could work better in your technical domain
  • Drive product change and improvement to make ActiveCampaign the leading CXA platform
  • Be responsible for creating and maintaining knowledge documentation for your specialized domain
  • As needed, facilitate knowledge-sharing sessions with broader team members, as well as for cross-functional teams in the Customer Org and beyond
  • Partner with internal teams to ensure Agency partners and high-value ActiveCampaign account queries are resolved quickly by; coordinating with sales, marketing, finance, and product teams
  • Consistently bring creative ideas and solutions to the team on how to improve the Premier Support experience
  • At least 2+ years of experience in a technical software environment
  • At least 3 years of experience in a SaaS support environment
  • Experience troubleshooting technical issues in a chat-first environment
  • Strong knowledge of our internal partner programs and how they function within ActiveCampaign
  • Demonstrable experience supporting and solving complex issues mainly via live channels and asynchronous channels
  • 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
  • Superior 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
  • A support enthusiast 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 relationship builder with our customers always focused on understanding their needs and how we can meet them
  • 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
  • As a Dedicated Premier Support Specialist, your role will be critical in acting as a subject matter expert for our high-value customers, as well as our Agency and Partner programs
  • You will be responsible for providing dedicated support of your specialized domain to our customers, collaborating with Product Support Specialists to help improve their knowledge, as well as being a key player in helping drive product change/process improvements
  • Each day will be a new challenge and in this role, you will help make an impact on how ActiveCampaign is seen as the leading CXA platform
Desired Qualifications
  • Deep knowledge of marketing automation/CRM 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.