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Technical Support Specialist

We are looking for a Technical Support Specialist to join our Prospect2 team! This position provides technical support to our clients that use our email marketing/automation product, Prospect2. This is a fully remote position with minimal travel for team and/or client meetings and training. Salary is commensurate with skills and experience level.

This position is for someone who has the right balance of technical and relational skills; someone who enjoys the analytical technical space as much as building solid client relations. Are you up for the challenge of working on a team that understands the value of personal and professional integrity, accountability and exceptional performance? Success in this role is as much about the chemistry of teamwork and shared values as it is about having the right skills, experience and demonstrated results. 

Our client base is an amazing group of arts and culture nonprofits across the globe, many that are stepping into the world of marketing automation for the first time. We want to add someone to our team who can successfully troubleshoot their technical issues, provide well-thought solutions and guide them when they want to push the envelope. If you have an optimistic outlook and enjoy the fun and support of a small team, then read on and let us know if this is YOU!

Responsibilities include but may not be limited to:

  • Troubleshooting technical/high-level client issues for the product.
  • Responding to client queries and issues in a timely manner.
  • Preparing competent, complete technical support documents for the product.
  • Assisting in the creation, utilization, and maintenance of the Knowledge Base for the product.
  • Write technical documentation in an easily digestible format.
  • Providing ad hoc technical training to clients, as requested and approved.
  • Providing direct support to the on-boarding process as a technical SME.
  • Testing and troubleshooting code, and using best practices in regard to code quality, testing and documentation.
  • Serving as a Subject Matter Expert (SME) in regards to email deliverability best practices, product capabilities and solutions across diverse use cases. 
  • Effectively communicating email deliverability requirements and strategies to various stakeholders.
  • Collaborating with other team members to define deployment processes, accountabilities and deliverables to ensure client success.
  • Using client analytics to build use cases.
  • Proactively meeting with clients to communicate new features and use cases.

Skills Required:

  • Previous experience in SaaS technical support.
  • Ability to extract, analyze and interpret relevant data to make business decisions and solve client issues using deductive reasoning skills.
  • Ability to communicate clearly and concisely with our clients with excellent written and verbal skills.
  • Experience on a digital marketing team using an email marketing/marketing automation platform (ie, ActiveCampaign).
  • Proven success in working on a small and/or remote team and ability to communicate/problem solve with remote clients.
  • Ability to prioritize and multitask.
  • Experience training clients/team members on technical issues.

 

Some of the tools we use to manage our business and support our clients include the Suite of Google products, Calendly, HelpScout, and Monday.com.