Support Engineer (APAC)

Job Posted 3 Days Ago Posted 3 Days Ago
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Manila, First District NCR, National Capital Region
Mid level
Software
The Role
As a Support Engineer at ActiveProspect, you will manage customer inquiries, troubleshoot technical issues, and implement solutions while collaborating with clients and internal teams. You will also document processes and ensure timely responses to maintain high customer satisfaction levels.
Summary Generated by Built In

Company Overview

ActiveProspect is on a mission to make consent-based marketing the best channel for online customer acquisition. We provide marketers the products they need to acquire qualified customers at scale. Our platform is trusted by thousands of companies engaged in direct-to-consumer marketing, helping them save wasted spend, comply with ever-changing regulations, and manage a constantly evolving partner landscape. Our flagship product, TrustedForm is used to certify over 1 billion opt-in digital customer leads every year and is the gold standard for documenting prior express written consent for TCPA compliance

Job Summary

ActiveProspect is seeking a Support Engineer 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 software related 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 software skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis. 

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
  • On call (after hours) support required periodically for urgent customer requests

 Qualifications and Skills

  • Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
  • Experience in a start-up environment
  • 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
  • Internet/online advertising industry experience is a plus

 Benefits and Perks

  • 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

 

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

Top Skills

CSS
HTML
JavaScript
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The Company
HQ: Austin, TX
131 Employees
On-site Workplace
Year Founded: 2004

What We Do

ActiveProspect is an Austin-based SaaS platform on a mission to make consent-based marketing the best method for customer acquisition.

Our comprehensive product suite empowers companies across industries to take real-time action on their leads, protect themselves from litigation by documenting proof of consent, and save money by providing new levels of data insights and control.

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