Technical Product Support iContact
THIS JOB HAS EXPIRED 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 (Nasdaq: VOCS) is a leading provider of cloud-based marketing and PR software that helps organizations of all sizes reach and influence buyers across social networks, online and through the media. Vocus provides a software suite for social media marketing, content distribution and public relations to help customers generate awareness and increase sales in today?s customer-led buying process. Vocus is used by more than 120,000 organizations worldwide in seven languages.
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, and customer service issues from our customers and trial users
? Providing support through phone, live chat, email and social media
? Documenting cases and following-up on issues from inception through resolution
? Troubleshooting customer challenges and helping them with our email marketing 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
Qualified candidates must possess:
? Minimum 1 to 3 years of experience in Technical Support/Call Center environment. Prefer a Bachelor?s degree.
? Moderate to advanced HTML knowledge
? Excellent troubleshooting skills
? Ability to maintain confidentiality of sensitive customer and internal information.
? Strong interpersonal, written and oral communication skills
? 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
||Raleigh, NC |
THIS JOB HAS EXPIRED