Customer Advocate - Technical Support

Conductor LLC•New York, NY

13d•$60,000 - $67,000•Onsite

About The Position

We are looking for a passionate Customer Advocate - Technical Support, who is seeking a customer-centric, results oriented support guru who thrives on providing support through many different channels of communication – including email, phone, chat, and forums. The ideal candidate is a self-starter who possesses fantastic troubleshooting skills, is driven to help customers, and has the ability to dive deep into a new product to learn it inside and out.

Requirements

Bachelor’s degree in Engineering, Computer Science, or related field or equivalent experience
A minimum of three years of experience working within a Technical Support or Customer Service function
Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Excellent organizational, written, and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to highly technical users in our tickets as well as knowledge base articles
A strong sense of urgency
Ability to empower end-users to support themselves using our knowledge base
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
A true problem solver that loves a challenge
Ability to organize and prioritize responsibilities under pressure
Strong proficiency in Microsoft Office/Google Drive
Demonstrated commitment to continuous learning
Familiarity with HTML, XML, JavaScript, CSS and SQL
Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends
Experience troubleshooting in a SaaS environment
Prolonged periods of sitting at a desk and working on a computer.
Must be available to work CST hours

Nice To Haves

The future of work is transformed at Conductor, and we don’t just use AI - we weave it into everything we do. We prioritize hiring individuals who stay ahead of the curve, seeking "AI leading" talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles. Because we are committed to this tech-forward environment, every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts to ensure you are ready to thrive and lead at Conductor.

Responsibilities

Provide support for all technical queries from customers related to Conductor’s platform via live messaging/chat and asynchronous channels as well as providing resolution for escalated technical issues
Own the customer experience and work to exceed their expectations.
Partner with other teammates using troubleshooting skills to isolate, analyze and provide resolution to customer issues of moderate to high complexity
Consistently look for solutions to problems and propose improvements if something could work better
Drive product change and improvement by partnering with colleagues across the organization to make Conductor the top tier Organic Marketing Enterprise SEO & Content platform
Develop a deep knowledge of Conductor’s platform to remove technical barriers for our Customers and help them navigate a variety of tools within the Conductor Platform
Conduct business with integrity consistent with Conductor’s values, policies and procedures