Technical Support Specialist - Lead Generation

Constant Contact • Gainesville, FL

2d • $20 - $25 • Hybrid

About The Position

Constant Contact is seeking a Technical Support Specialist to provide technical and user support for its cloud-based Lead Gen & CRM software. The role resolves customer support questions through phone, email, chat, and other channels as introduced, serving customers worldwide. It also involves documenting bugs and operational issues, submitting feature and usability requests, testing applications, and collaborating with engineering and other departments to help resolve customer issues.

Requirements

• At least 2 years of relevant experience.
• Comfort working with a SaaS solution and supporting customers who use it.
• Clear verbal and written communication skills for a variety of audiences.
• Ability to present ideas and information effectively to stakeholders.
• Critical-thinking skills and comfort handling complex situations.
• Curiosity and inquisitiveness, with creative problem-solving ability.
• Self-motivation and initiative, with the ability to prioritize effectively.
• Strong knowledge of Microsoft Word, Excel, and PowerPoint and/or Google Docs, Sheets, and Slides.

Nice To Haves

• Experience using Salesforce, Zapier, or other marketing automation tools.
• Knowledge of email deliverability concepts.
• Previous experience using HTML and APIs.
• Bilingual ability.

Responsibilities

• Provide technical software support to a global customer base.
• Deliver timely, high-quality support through email, chat, phone, and other channels as identified.
• Respond to cases in the support ticketing system and manage a backlog of pending cases.
• Develop alternative or unique solutions to help customers achieve their goals.
• Collaborate with engineering by creating Jira tickets and communicating directly to address customer issues and feature requests.
• Track progress and work with other departments toward timely resolutions.
• Document and communicate operational issues, system defects, workarounds, hot fixes, and product enhancements in ticket systems.
• Contribute to the internal knowledge base for current and new team members.
• Ensure support cases are properly classified for use in the app success initiative.
• Perform other duties as assigned.

Benefits

• Health and welfare benefits.
• Paid leave and a generous paid time off policy.
• Competitive benefits package supporting the health and well-being of employees and their families.
• Career growth, learning, coaching, stretch assignment, and professional development opportunities.
• Hybrid work model combining remote work with access to office locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed