Support Engineer II
About The Position
ActiveProspect is seeking a Support Engineer II to join our small, but growing Support team. This is both an individual contributor and a client-facing role. This person will be proficient in using our suite of products to efficiently problem-solve technical questions and implement solutions for existing clients. You will become a "go-to" person for technical questions about how our products work. You will work with our Support Engineers, ensuring effective time-management, SLA achievement, and a collaborative environment. This is a demanding role that requires client relationship management, project management, communication, and technical skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis.
Requirements
- Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
- Ability to learn quickly; become an expert with our products and the supporting technology over time
- Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
- Positive, self-starter attitude and desire to exceed client expectations at every opportunity
- Attention to detail and absolute focus on the quality of work
- Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
- Familiarity with common web protocols (HTTP, FTP)
- Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
- Excellent customer service, presentation, and writing skills
- Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
- Authorization to work in the U.S.
Nice To Haves
- Internet/online advertising industry experience is a plus
- Experience in a start-up environment
Responsibilities
- Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
- Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
- Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly
- Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
- Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
- Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets
- Manage timely and accurate responses via Chat support feature
- Ability to analyze and problem solve customer issues while remaining empathetic
- Ensure a high customer satisfaction score of 95% or higher
- Collaborate with Client Success Managers to mitigate client escalations
- Actively review and create internal and client-facing documentation and knowledge base articles
Benefits
- A collaborative work environment with the freedom and opportunities of a startup culture
- A global, remote-first company that encourages occasional team get-togethers
- Life and work balance
- Flexible vacation time
- Retirement plan matching up to 3% of your salary
- Varied options for health, dental, vision, disability and life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
