Advanced Support Analyst ExactTarget
THIS JOB HAS EXPIRED Job FamilyInformation Technology ? Product
DescriptionThe ideal candidate will have a strong technical background combined with the ability to communicate effectively at all levels of an organization. The Advanced Support Analyst plays a vital role in the Global Support?s ability to achieve and exceed satisfaction goals for our clients. The objective of this position is to deliver quality solutions in a timely manner by analyzing problems, researching new issues, prescribing solutions and predicting and preventing new challenges.
?Work collaboratively in a queue based environment respond to phone, chat, and email inquiries from ExactTarget?s clients, partners and employees in resolving advanced technical support issues
?Own and drive accurate resolutions of customer cases. Define action plans and follow through with complete documentation to case closure
?Coordinate resources from across the organization
?Assist clients in optimizing the use of our software via work flow assistance and identifying automation and integration opportunities
?Communicate status and resolution to clients and ExactTarget personnel in a factual, professional, timely and consistent manner
?Make quick decisions and follow pre-defined escalation procedures when necessary
?Responsible for ensuring highest levels of client satisfaction
?Track and maintain all client communications in case management system
?Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions
?Perform any other related duties, as assigned
?Exceptional customer service skills
?Excellent written and verbal communication skills
?Impeccable organizational skills
?Ability to multi-task and master new technology quickly
?Team player who can also work independently with minimal supervision
?Ability to analyze and resolve problems
?Ability to effectively lead and professionally manage technical discussions
?2 years experience providing customer support, marketing, or sales- ideally in software or business services industry
?Associates degree or equivalent experience in business information systems, computer information technology or computer science.
?Experience in utilizing SQL queries for the purpose of troubleshooting, gathering information and/or reporting
?Conceptual knowledge of database design in a relational database management system such as Microsoft SQL Server, Oracle or like system.
?A programming background in a language such as C#, Java, PHP or similar language.
?Experience in utilizing POX, SOAP or REST based Web Services
?Usage of a customer relationship management system like Microsoft Dynamics CRM or Salesforce.com
?Experience in using a web analytics package such as Omniture, Google Analytics, Coremetrics, etc.
?Multiple language skills (German or Portuguese fluency is a plus)
?Experience with Software as a Service or interactive marketing applications
||Indianapolis, IN |
THIS JOB HAS EXPIRED