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Tech Support Representative - Gainesville

Company: Resulticks
Location: Gainesville
Posted on: January 12, 2022

Job Description:

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

About RESULTICKS

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 chain.

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" award.

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 Philippines.

Watch video on RESULTICKS -

Candidate:

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.

Key Responsibilities:
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 policies.

Prerequisites:
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 agency.
1-2 years technical support experience in a help desk environment.
Proficiency in the use of online and remote-connecting software.
Excellent time and task management skills
Willingness and ability to learn Resulticks platform quickly
Proficiency with customer support and chat support delivery tools
A solid understanding of databases and platform architecture.

Additional Requirements
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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