Technical Product Support iContact
Since 2003, iContact has helped small and medium businesses share their stories, ideas, and products through email and social marketing. We take what we know about our favorite small and medium businesses?a trendy boutique hotel in South Beach, the online poster store that helps us decorate our cubicles, even the local coffee shop you'll find us in on Saturday?and we build the online marketing features we know those businesses need to succeed. We then pair our tools with award-winning support and expertise, so our customers never have to go it alone. And we top it all off with great personality, energy, and a commitment to creating a positive wake in our community. iContact is a service of Vocus.
Vocus, Inc. is a leading marketing cloud provider that helps businesses reach and influence buyers across social networks, online and through media. Vocus provides an integrated suite that combines social marketing, search marketing, email marketing and publicity into a comprehensive solution to help businesses attract, engage and retain customers. Vocus software is used by more than 120,000 organizations worldwide and is available in seven languages. Vocus based in Beltsville, MD has over 1,000 employees across North America, Europe, and Asia.
We are looking for a Technical Product Support to respond to technical support, billing and customer services issues from our customers and trial users. The ideal candidate would have experience in a helpdesk environment, excellent customer service and writing skills and superior troubleshooting skills.
Duties and Responsibilities:
? Responding to technical support, billing, deliverability, and customer service issues from our customers and trial users
? Providing support through phone, live chat, email and social media
? Enforcing policies regarding Anti-Spam laws and deliverability issues
? Documenting cases and following-up on issues from inception through resolution
? Troubleshooting customer challenges and helping them with our email marketing and public relations tools
? Detecting and resolving problems with customers' HTML messages
? Ability to work flexible hours
? Handle escalations from Tier I Support Representative
? Perform other duties as assigned
? Minimum 1 to 3 years of experience in Technical Support/Call Center environment. Prefer a Bachelor?s degree.
? Moderate to advanced HTML knowledge
? Familiarity around MYSQL
? Excellent troubleshooting skills
? Strong attention to detail
? Ability to maintain confidentiality of sensitive customer and internal information
? Strong interpersonal, written and oral communication skills
? Basic knowledge of email marketing and public relations
? Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative workplace
? Self reliant, articulate, approachable and comfortable with a rapidly changing environment
? Must be able to type 50WPM
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