Technical Support Specialist - Lead Generation

Constant Contact • Gainesville, FL

1d • Hybrid

About The Position

Constant Contact is seeking a Technical Support Specialist to provide technical and user support for its in-house Lead Gen & CRM software application. The role resolves customer support queries received through phone, email, chat, and other channels that may be introduced in the future. It also involves documenting bugs, submitting feature and usability requests, and testing applications. The specialist supports a global customer base, manages cases through a support ticketing system, and works with engineering and other departments to resolve issues and improve the product. The position is part of a fast-growth organization whose team works from home offices across the country. Constant Contact uses a hybrid work model combining remote work with access to office locations for collaboration, live training, and socializing.

Requirements

• Two 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 the ability to solve problems creatively.
• Self-motivation to succeed in the position and excel in a career.
• Self-awareness, initiative, and 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 technical support to clients worldwide via email, chat, phone, or additional channels as introduced.
• Respond to support cases promptly and manage a backlog of pending cases in the ticketing system.
• Develop alternative or unique solutions to help customers achieve their goals.
• Collaborate with engineering by creating Jira tickets and communicating directly to resolve 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.
• Test applications and prepare comprehensive bug reports, feature requests, and usability requests.
• 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, stretch assignment, coaching, and professional development opportunities.
• Hybrid work flexibility, including access to office locations for collaboration, live trainings, and socializing.

What This Job Offers

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