DESCRIPTION:
The main focus of the Senior Customer Support/Technical Support Specialist is to provide the highest level remote support to our English speaking customers as well as to the Acquisio Sales team and Account Managers. The functions include helping our customers resolve their software issues and providing internal support on online marketing data tracking and external data import services to the Sales Team.
RESPONSIBILITIES:
• Assist customers with inquiries and provide support via the phone or email.
• Provide instructional training on Acquisio SEARCH to customers via phone and e-mail.
• Maintain a sense of urgency in resolving customer issues and identify the root cause of the issues.
• Proactively follow through on customer issues to ensure customer concerns are addressed accurately and promptly.
• Enter all customer correspondence in our trouble ticket system, Salesforce.
• Escalate critical issues and assign activities to other Technical Resources on Salesforce.
• Utilize customer feedback to identify required changes to the product. Communicate change notices to the Product Management Team.
• Participate in product development projects.
• Represent Acquisio in a positive, professional and enthusiastic manner when working with both external and internal customers.
• Any non-phone time is spent following up on open issues and on resolutions, providing content for the knowledge base, etc.
• Perform other duties or responsibilities as assigned or required.
QUALIIFICATIONS - EDUCATION, EXPERIENCE, KNOWLEDGE, SKILLS & ABILITIES REQUIRED
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required to succeed at this position.
• Minimum of 3 years of customer service/technical support experience, preferably in a related field or utility industry.
• In-depth knowledge of Microsoft Excel or strong data management experience
• Degree in computer science, engineering, or any technical field is an asset.
• Equivalent combination of education and experience will be considered.
• Strong multi-tasking skills.
• Effective interpersonal and communication skills.
• Ability to work autonomously and within a team setting.
• Candidates who have developed a proficiency or subject matter expertise in Search Engine Marketing are of particular interest.
• Online Marketing, Online Tracking, Web Analytics, Google Adwords Editor, and Salesforce experience an asset.
- Location: Montreal
- Compensation: Inline with experience
- OK for recruiters to contact this job poster.
- Phone calls about this job are ok.
- Please do not contact job poster about other services, products or commercial interests.