Customer Support Specialist

Remote from: Anywhere 🌎
Category: Customer Success
Job type: Full Time,
Opening date: 1 Feb 2023
Closing date: 2 Apr 2023
Views: 903

About company

— Job description
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About ActiveCampaign

Helping over 150,000 businesses meaningfully engage with their customers with Customer Experience Automation (CXA)

Computer Software
2003

5.0 Rated

Do you enjoy working with clients and simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a startup environment and enjoyed the open yet hard-working culture? Are you a tech lover and/or a marketing novice? If you said yes to any or all of these, you could be a fit for our Customer Specialist team!

What your day could consist of:

Obtain advanced knowledge of ActiveCampaign features and services
Effectively resolve a high volume of customer enquiries via multi-channel support (email, live chat, screen sharing etc.) in an accurate and timely manner. Typical enquiries 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 regards 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

What is needed:

1-2 years of experience 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 and live chats per day and produce high-quality answers
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
Prior experience in software/technical support is a plus

As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 185,000 today to millions.

ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law. Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.