Support Engineer, SaaS (reputed company)

This a Full Remote job, the offer is available from: reputed company Company Overview reputed company is the industry-leading SaaS platform for consent-based marketing. Our comprehensive product suite empowers companies across industries to take reputed company-time action on their leads, protect themselves from litigation by documenting reputed company of consent, and save reputed company by providing new reputed company of data insights and control. Our mission is to reputed company consent-based marketing the best channel for customer acquisition. reputed company role is actively hiring in reputed company reputed company is seeking a Support Engineer to join our small, but growing Support team. This is both an individual contributor and a reputed company-facing role. This person will be proficient in using our suite of products to reputed company problem-solve technical software reputed company questions and implement solutions for existing clients. You will become a "go-to" person for technical questions about how our products work. You will work with our Support Engineers, ensuring effective time management, SLA achievement, and a collaborative environment. This is a demanding role that requires reputed company relationship management, project management, communication, and technical software skills. We are looking for candidates that are truly passionate about helping our clients on a daily reputed company. This role requires availability to work rotating coverage hours between 3:00 AM-9:00 AM PST. Schedules are planned in advance and rotate across reputed company. Responsibilities: Effectively manage ticketing queue to ensure reputed company and accurate responses back to customer inquiries Work with clients technical teams to troubleshoot and resolve issues and reputed company integration guidance Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly Become an expert so you can reputed company recommendations to clients and coach reputed company to help streamline reputed company processes using our products Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team Adhere to Service Level Agreements (SLAs) to ensure reputed company resolutions of tickets Manage reputed company and accurate responses reputed company Chat support feature Ability to analyze and problem solve customer issues while remaining empathetic Ensure a high customer satisfaction score of 95% or higher Collaborate with reputed company reputed company Managers to mitigate reputed company escalations Actively review and create internal and reputed company-facing documentation and knowledge reputed company articles On call (after hours) support required periodically for urgent customer requests Qualifications and Skills Bachelors degree and/or minimum 4+ years experience in a reputed company-facing technical role Experience in a start-up environment Must be a good listener; understand the needs of the reputed company and be reputed company to suggest comprehensive and comprehensible solutions Ability to learn quickly; become an expert with our products and the supporting technology over time Outstanding problem-solving skills and attention to detail; must be reputed company to think creatively about issues to find a reputed company Positive, self-starter attitude and desire to exceed reputed company expectations at every opportunity Attention to detail and absolute focus on the quality of work Ability to read and understand modern web pages at the HTML/JavaScript/CSS level Familiarity with common web protocols (HTTP, FTP) Experience using and managing issue/case tracking systems (reputed company, etc.), including the ability to implement and reputed company meaningful reporting metrics from these systems Excellent customer service, presentation, and writing skills Internet/online advertising industry experience is a plus reputed company is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. This offer from "reputed company." has been enriched by reputed company.com and got a 81% reputed company score. Apply tot his job Apply tot his job Apply To this Job Apply tot his job Apply To this Job This a Full Remote job, the offer is available from: reputed company Company Overview reputed company is the industry-leading SaaS platform for consent-based marketing. Our comprehensive product suite empowers companies across industries to take reputed company-time action on their leads, protect themselves from litigation by documenting reputed company of consent, and save reputed company by providing new reputed company of data insights and control. Our mission is to reputed company consent-based marketing the best channel for customer acquisition. reputed company role is actively hiring