RRemoteville
Marigold logoMarigold

Technical Support Specialist

Skills
Constructive FeedbackCustomer Experience ManagementCustomer Facing RolesCustomer SupportSlackSupport DocumentationTechnical Support
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Passionate about excellent customer service and helping customers succeed.
  • Technically-savvy and skilled in researching, troubleshooting, and solving complex issues.
  • Strong team player who is quick, eager, and confident to learn new things. Excellent communication skills.
  • Highly personable with the ability to convey personality and helpfulness over phone and email.

Nice to have

  • Experience with Salesforce
  • Experience with SaaS tools
  • Experience with Slack and Google workspace
  • Experience with AI chatbots

Day to day

  • Learn our product in & out.
  • Answer customers in a timely, accurate, knowledgeable, and personable manner.
  • Help our customers with queries over email and phone.
  • Troubleshoot technical issues, sometimes fairly advanced.
  • Provide best practice advice for using email marketing software.
  • Handoff and escalate cases as needed.
  • Leverage insights gained from support communications to help our product team enhance the in-app user experience.
  • Answer internal support-related questions from colleagues on other teams.
  • Help maintain internal support documentation resources.
  • Stay up to date on processes and functionality of new product features.

Hiring process

  • Your resume will be reviewed
  • A link to a Take Home Test will be sent