Tier 3 SaaS Technical Support Specialist
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
What you'll do:
- Provide technical software support for SharpSpring's global customer base
- Provide timely and high-quality technical support to clients worldwide via email, chat, phone, or as additional channels are identified in the future
- Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases
- Formulate alternative or unique solutions to help customers achieve their goals
- Identify and report bugs to support leadership and product using JIRA
- Contribute to internal knowledge base for current and new team members
- Ensure support cases are properly classified for use in the app success initiative
- Days off and schedules may vary based on the needs of the business
- Other duties as assigned
Who you are:
- You are comfortable working with a SaaS solution and supporting customers who utilize it.
- You can communicate clearly in verbal and written form to a variety of audiences.
- You are comfortable and effective in presenting ideas and information to stakeholders.
- You enjoy thinking critically and are not daunted by complex situations.
- You are naturally inquisitive and curious which makes you a creative problem solver.
- Self-driven to succeed in current position, as well as driven to excel in overall career
- You have great self-awareness and can take initiative and prioritize effectively.
- If you are bilingual, that is a plus!
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. To promote the safety of our employees, their families and our community, where permitted by applicable law, we require all new hires to be fully vaccinated against COVID-19 prior to their first day of work.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.