ActiveProspect

Support Engineer, APAC

ActiveProspect

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $30,000 - $35,000 per year

Job Level

Mid-LevelSenior

About the role

  • Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
  • Work with clients’ technical teams to troubleshoot and resolve issues and provide 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 make recommendations to clients and coach the team to help streamline client 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 timely resolutions of tickets
  • Manage timely and accurate responses via 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 Client Success Managers to mitigate client escalations
  • Actively review and create internal and client-facing documentation and knowledge base articles
  • On call (after hours) support required periodically for urgent customer requests

Requirements

  • Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
  • Experience in a start-up environment
  • Must be a good listener; understand the needs of the client and be able 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 able to think creatively about issues to find a resolution
  • Positive, self-starter attitude and desire to exceed client 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 (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
  • Excellent customer service, presentation, and writing skills
  • Internet/online advertising industry experience is a plus.
Benefits
  • Flexible work schedule
  • Flexible vacation time
  • A remote-friendly culture with monthly virtual happy hours and team-building events
  • Retirement plan matching up to 3% of your salary
  • Health, dental, vision, disability and life insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
HTMLJavaScriptCSSproblem-solvingattention to detailintegration guidanceticketing managementcustomer supportcase tracking systemsreporting metrics
Soft skills
active listeningempathycreativityself-starterclient relationship managementcommunicationcollaborationdocumentationcustomer satisfaction focusadaptability
Certifications
Bachelor's degree