Support Specialist
About The Position
We are seeking a Technical Support Specialist to join our Customer Support team, delivering expert technical support for the Click platform integrated with Microsoft Dynamics 365. In this role, you will own technical issues end to end, partnering closely with Application Engineering to own tickets to resolution and actively work to resolve cases. You will use logging and diagnostics to troubleshoot, spot patterns, and reduce repeat issues, while contributing to knowledge articles and best practices. You will enhance customer satisfaction and engagement by providing clear guidance, proactive communication, and deep subject-matter expertise. This is a remote position for candidates based in the Atlanta, Georgia area, with standard working hours of 8:00 a.m. to 4:00 p.m. Eastern Time (ET).
Requirements
- 0–3 years' experience customer-facing SaaS support role.
- Excellent written and verbal communication skills with a strong customer-focused approach.
- Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
- Experience using support ticketing platforms such as Zendesk or similar.
- Familiarity with digital marketing concepts and marketing automation platforms.
- Ability to work collaboratively across cross-functional teams globally and manage multiple priorities.
- Comfortable using AI to improve productivity and customer support outcomes.
- A positive attitude, strong team ethic, and a good sense of humour, with the ability to build positive relationships with customers and colleagues.
- A passion for continuous learning and delivering exceptional customer experiences.
Nice To Haves
- SaaS based applications and support experience strongly preferred.
- Bachelor’s Degree strongly preferred.
- Experience with Microsoft Dynamics 365 is preferred.
Responsibilities
- Deliver exceptional technical support to customers via phone, chat, and email, using the Zendesk ticketing platform to manage and resolve support requests efficiently.
- Own complex and escalated customer issues from investigation through resolution.
- Act as a subject matter expert on the Click platform, providing technical guidance to customers and internal teams on features of the Click application such as Email, Forms, SSL and Email Deliverability.
- Validate product defects and provide clear, reproducible information to Product and Engineering teams.
- Collaborate with Engineering, Product, Customer Success, and Professional Services to deliver timely resolutions, while serving as a dedicated technical contact for high-value customer accounts.
- Assist with technical onboarding where required, providing product expertise and best-practice guidance to support successful customer adoption.
- Assist with service incidents and outages, including triage, customer communication, and cross-functional coordination.
- Participate in the on-call support rotation to provide out-of-hours coverage for critical issues.
- Identify recurring issues and recommend improvements to products, processes, and customer experience.
- Contribute to continuous improvement initiatives and use AI responsibly to enhance productivity, service quality, and operational efficiency.
Benefits
- This position is eligible to participate in the discretionary company bonus plan.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
