YOUR AREA OF RESPONSIBILTIES
Serve as daily first point of contact for our clients on all operational matters concerning the use of our application.
Use the Emarsys self-service portal to manage your work using the built-in options of email, live chat, phone and screen-sharing as means to interact with the clients.
Identify and troubleshoot technical issues and escalate to 2nd line support when required.
Escalate to line managers and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
Communicate progress of issue resolution to the client in a timely manner while trying to meet and exceed the assigned SLAs
Deliver technical instructions and complicated solution descriptions in a professional, error-free and simple-to-understand manner
Work closely with Client Success Manager to build and enhance client relationships and ensure the provided support level meets (and exceeds) the clients expectations and SLAs
On a day-to-day basis, you will be working closely and efficiently with other support members and technical teams to meet and exceed your personal and team KPIs
Work closely with Professional Services (Project Managers, Solutions Architects & Strategic Consultants) to ensure the successful delivery of our solutions according to the clients’ needs and defined objectives
Previous helpdesk experience or a customer facing role is a must
Sound technical knowledge and experience in web technologies (HTML/DNS/email/Internet protocols/API)
Outstanding communication skills (written and verbal) over the phone, via email and on live chat.
Ability to analyse and troubleshoot technical issues and deliver technical instructions to non-technical audience
Must be a team player, with outstanding motivation and strong commitment to your role
Must have a strong willingness to learn and discover new technologies
Friendly, personable and approachable, with the ability to multi-task and work under pressure
Willingness to discover the ins and outs of technical topics such as automated marketing programs, data integrations, RSS, XML APIs, etc.
Previous experience with online and email marketing preferred
Proficiency in English and French