Overview
As a Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space. This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products.
Responsibilities
- Provide customer support for Acoustic products including:
- Responding to inbound customer phone, chat, web, and email inquiries
- Listening to customer needs and concerns
- Diagnosing and troubleshooting of technical and product issues.
- Maintaining detailed documentation of customer interactions
- Providing guidance & best practice recommendations on product related issues
- Escalate relevant cases to L3/Engineering teams with appropriate input information and maintain ownership of through resolution.
- Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed
- Follow Acoustic guidelines and processes for case handling
- Deliver excellent customer service by effectively utilizing soft skills and maintaining a positive working relationship between Acoustic and its customers and partners.
- Develop understanding and become certified on Acoustic software products
- Observe trends in customer cases, identify areas of improvement, or initiate proactive measures
- Assist with other reasonable duties as may be required being adaptable to ever changing business needs.
- Rotating shift work is required. Includes weekend and holiday on-call rotation
Requirements
- 2+ years customer service experience in IT
- Proven ability to provide exceptional customer experience including the ability to simplify complex application information to effectively communicate with business users.
- Experience in web technology and academic understanding of applications and code.
- Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts
- Ability to achieve performance targets with minimal supervision.
- A collaborative, teamwork and learning mind-set.
- Strong analytical and problem-solving skills.
- Service-minded and customer-focused attitude.
- Very good communication skills in English, both spoken and written.
Preferred Qualifications
- Bachelor’s degree
- Fluency in second language, preferably Spanish, French, or Japanese
- Experience with web applications, digital marketing solutions, content management systems or analytics software.
- Coding skills in any language
Top Skills
What We Do
Acoustic is a global marketing and customer engagement provider delivering solutions that give brands a deeper understanding of their customers and the ability to act in the moments that matter. Our mission is to help brands build closer customer connections through data-driven visibility and personalized engagement. We know that marketers need powerful solutions that enable them to transform how their brand connects with customers — not tools that limit their potential and complicate their day-to-day. Our solutions are purpose-built to enable marketers to build, scale, and optimize customer experiences throughout the customer lifecycle.
We have approximately 650 employees around the globe, allowing us to maintain a local presence with a global footprint. With 25+ years of MarTech experience, our team of trusted experts is focused on helping brands across industries exceed expectations and build meaningful, lasting customer relationships.
Why Work With Us
We’re not only building our company’s future but the future of an industry. That’s why our values — team and passion, trust and security, rapid innovation, customer delight, and respect for all people — guide everything we do. Join our collaborative, global team that’s dedicated to helping brands deliver exceptional customer experiences.
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