Technical Support Specialist
Role Overview:Global Support is committed to excellence for our customers by providing legendary service on every support case. Technical Support Specialists are responsible for answering client questions and performing basic troubleshooting of platform issues. This position requires daily client contact through inbound calls, emails and messages from our customer portal. TSS team members determine the nature of a client’s request, prioritize the case appropriately and work diligently to resolve the case efficiently while exceeding client expectations.
Role Expectations:- Ensure a high level of service and support, across multiple channels, by providing expert advice and support in a professional and confident manner.
- Efficiently prioritize, manage and resolve individual support cases within our ticketing system based on urgency and impact.
- Proactively monitor and follow-up on owned cases to guarantee timely resolution and high customer satisfaction.
- Develop a deep understanding of customer needs in order to effectively address and resolve issues, demonstrating empathy, professionalism, and a dedication to understanding and meeting customer needs.
- Adhere to team processes and best practices for case and queue
- Maintain product proficiency by engaging in continuous learning to stay updated on technological advancements that are relevant to our products and services.
- Ensure clear, concise, and timely communication of status updates and issues are provided to customers.
- Effectively articulate and escalate issues to Technical Support Engineers, while maintaining high standards of documentation and communication.
- Communicate technical information clearly and effectively to both technical and non-technical
- Openly communicate within the team to promote collaboration and leverage collective skills and knowledge to drive results.
Required Qualifications:
- 1+ years of related support/service experience, ideally in the SaaS space or equivalent
- Bachelor’s degree in computer science or equivalent degree
- Active command of the English language required
- Basic knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)
- Basic knowledge of Linux/Unix production environments, networking and security concepts
- Basic knowledge of databases including SQL
- Basic knowledge of high level computer languages (C/C++, Java, Perl, Ruby, Python, AWS)
- Experience working in complex, dynamic, fast-paced
- Email marketing or digital marketing software
- Strong written and verbal communication
- Soft skills:
- Teamwork
- Proactivity
- Attention to Detail
Zeta Global is a data-powered marketing technology company with a heritage of innovation and industry leadership. Founded in 2007 by entrepreneur David A. Steinberg and John Sculley, former CEO of Apple Inc and Pepsi-Cola, the Company combines the industry’s 3rd largest proprietary data set (2.4B+ identities) with Artificial Intelligence to unlock consumer intent, personalize experiences and help our clients drive business growth.
Our technology runs on the Zeta Marketing Platform, which powers ‘end to end’ marketing programs for some of the world’s leading brands. With expertise encompassing all digital marketing channels – Email, Display, Social, Search and Mobile – Zeta orchestrates acquisition and engagement programs that deliver results that are scalable, repeatable and sustainable.
Zeta Global is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Zeta Global Recognized in Enterprise Marketing Software and Cross-Channel Campaign Management Reports by Independent Research Firm
https://www.forbes.com/sites/shelleykohan/2024/06/1G/amazon-partners-with-zeta-global-to-deliver- gen-ai-marketing-automation/
https://www.cnbc.com/video/2024/05/06/zeta-global-ceo-david-steinberg-talks-ai-in-focus-at-milken- conference.html
https://www.businesswire.com/news/home/20240G04622808/en/Zeta-Increases-3Q%E2%80%GG24-Guidance
https://www.prnewswire.com/news-releases/zeta-global-opens-ai--data-labs-in-san-francisco-and-nyc- 300S45353.html
https://www.prnewswire.com/news-releases/zeta-global-recognized-in-enterprise-marketing-software-and-cross-channel-campaign-management-reports-by-independent-research-firm-300S38241.html
Top Skills
What the Team is Saying
What We Do
Zeta Global (NYSE: ZETA) is the AI Marketing Cloud that leverages advanced artificial intelligence (AI) and trillions of consumer signals to make it easier for marketers to acquire, grow, and retain customers more efficiently.
Through the Zeta Marketing Platform (ZMP), our vision is to make sophisticated marketing simple by unifying identity, intelligence, and omnichannel activation into a single platform – powered by one of the industry’s largest proprietary databases and AI.
Our enterprise customers across multiple verticals are empowered to personalize experiences with consumers at an individual level across every channel, delivering better results for marketing programs. Zeta was founded in 2007 by David A. Steinberg and John Sculley and is headquartered in New York City with offices around the world.
Why Work With Us
At Zeta, people have the freedom to think creatively, take initiative, and grow. We value curiosity, innovation, and teamwork, empowering everyone to use AI and technology in smarter ways to drive impact for clients, consumers, and each other while shaping the future together.
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Zeta Global Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
