Tech Support Representative - Gainesville
Posted on: January 12, 2022
Title: Technical Support Representative Level 1
Job Function : Customer Success Department
Role Type: Full time
Location: Major Metro Area, United States
Reporting to: VP of Customer Success
Stakeholders: Customer Success / Product Team / Sales
Resulticks is a fully integrated, real-time marketing automation
platform designed to help brands worldwide reach, acquire, and
retain satis---ed customers. Built from the ground up by experts in
marketing, technology, and business management, Resulticks enables
brands to make a transformational leap to conversion-driven,
growth-focused personalized engagement. With an advanced CDP at its
core. Resulticks offers AI-powered omnichannel orchestration,
complete analytics, next-best engagement, attribution at the
segment-of-one level, and the world's first marketing block
Resulticks has been named to the Gartner's Magic Quadrant 2021 for
Multichannel Marketing Hubs for five years in a row and has been
awarded with the Microsoft "Elevating Customer Experience with AI"
Headquartered in Singapore and New York City, Resulticks is one of
the top global martech solutions servicing both B2B/B2B2C and B2C
segments. Resulticks' global presence includes the United States,
India, Singapore, Indonesia, Malaysia, Vietnam, Thailand, and the
Watch video on RESULTICKS -
Are looking for an opportunity to get your foot in the door with a
great company where you can rocket launch your career? Are you
passionate about technology and omnichannel marketing? Do you have
a knack for explaining technical processes in laymen's terms? Do
you enjoy providing customer service? Resulticks is looking for
talented technical support professionals to help customers navigate
our platform. You will provide basic to mid-level end user support
for our clients in North America. The ideal candidate will be
familiar with the martech industry and possess the ability to
examine, question, explore, troubleshoot and diagnose a variety of
issues without scripted support. The position requires availability
for an eight-hour shift Monday - Friday, between the hours of 9:00
am to 9:00 pm EST. As this is a work from home position, a private,
quiet, and professional appearing work location with dependable
internet connectivity is required.
Develop a mastery of the RESULTICKS mCloud Solution, becoming the
go-to person for answers on features and capabilities.
Develop documentation, training materials and technical flow charts
on functionalities of the RESULTICKS solution. Including use cases
and technical explanations, to assist customers.
Bolster customer confidence by maintaining meticulous records of
all interactions and resolving technical support cases through
phone and email submission in a thorough and timely manner.
Keep informed on developments within the martech industry and be
prepared to provide insight.
Liaise with the product team to provide technical solutions to
customers, Customer Success, and Account Managers within agreed
upon time frames.
Work with Product Management to provide feedback on issues with
current solution/product to provide input around existing
functionalities and new features & capabilities.
Adhere to the Company's Quality Control and Business Process
Bachelor's degree in Computer Science, Data Science, Business
Administration, or Marketing.
Must possess excellent verbal and written communication skills,
along with virtuoso software demonstration skills.
Recent college graduate, or 1-3 years of experience working in tech
support for a Martech SaaS/PaaS/CRM company, or a digital ad
1-2 years technical support experience in a help desk
Proficiency in the use of online and remote-connecting
Excellent time and task management skills
Willingness and ability to learn Resulticks platform quickly
Proficiency with customer support and chat support delivery
A solid understanding of databases and platform architecture.
Able to multi-task, organize and be results oriented.
Ability to work under tight deadlines and be detail oriented
Experienced in MS Office including PowerPoint, Outlook, Excel,
Teams and Word.
Must have authorization to work in the USA
Resulticks is an equal opportunity employer that is committed to
diversity and inclusion in the workplace. We prohibit
discrimination and harassment of any kind based on race, color,
gender, religion, sexual orientation, national origin, disability,
genetic information, pregnancy, or any other protected
characteristic as outlined by federal, state, or local laws.
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Keywords: Resulticks, Gainesville , Tech Support Representative - Gainesville, Other , Gainesville, Florida
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