Technical Support Engineer Responsys
THIS JOB HAS EXPIRED A job at Responsys is not only a fantastic career opportunity but an opportunity to be a part of something big!
Responsys is the leader in Interactive Online Marketing and recognized by Forrester as the market leader 6 years running. Responsys Interact Suite provides customers with a powerful, comprehensive set of integrated applications to design, define, execute, manage and refine Cross-Channel Lifecycle Marketing? campaigns across all key digital interactive channels including email, mobile, social and the web.
The Technical Support Engineer provides comprehensive telephone/e-mail technical and application support in a fast-paced 24x7 SaaS environment. The candidate must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills; thrive in a team environment; and possess the willingness to do whatever it takes to achieve the highest level of customer satisfaction. The candidate will interact with cross-functional teams including Production Support and Engineering.
Analyze, track and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved.
Identify alternate solutions when necessary and communicate them to customers.
Leverage your knowledge of the product to achieve subject matter expert status.
Responsible for creating knowledge base articles for both internal and customer facing solutions.
Set up and document troubleshooting procedures for new product features.
Manage escalated cases and track to resolution
This position also requires participation in the on-call rotation.
Bachelor's degree in information technology, computer science or a related field.
3-5 years customer support experience for software applications.
2+ years with multi-tiered application support experience.
Strong written and verbal communication skills with experience communicating at all levels of client organizations.
Working knowledge of relational database management systems with the ability to understand SQL statements.
Basic working knowledge of Linux/Unix is a plus.
Experience in a SaaS environment is a plus.
Ability to function and thrive in a team environment with an appreciation of aggressive goals.
||Chicago, IL |
THIS JOB HAS EXPIRED