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Technical Support Engineer
4 months ago
We have an exciting opportunity for a Technical Support Engineer with the top leading multimedia and creative software company in the world.
This position handles the delivery of technical support and resolution of customer issues. Team members provide outstanding assistance through quick and friendly delivery of detailed, creative, and flexible solutions that enable successful use of the platform. As a valued individual of our team, you'll share strategies and insights to improve the quality and efficiency of customer support while being responsible for issues of moderate complexity and self-managing priorities.
Responsibilities:
- Become an authority in Marketo Engage technology and apply it to our customers’ business processes
- Meet case management Service Level and Customer Satisfaction targets
- Communicate clearly and accurately with customers on a variety of complex situations, while being passionate about the customer's success
- Ensure timely and complete resolution of technical challenges and business issues; collaborate with internal teams as the need arises and align customer expectations
- Establish relationships with Product Management, Education, Engineering, Operations, and Professional Services to drive end–to-end success
- Share standard methodologies with team members; inspiring change and efficiency by chipping in to help maintain the knowledge base
- Serve as a domain expert (SME), in specific functional and technical areas of the Marketo technology.
Skills and Experience:
- Relevant BA/BS degree in a related field or 2 years of progressive experience in diagnosing and resolving technical problems in a sophisticated software environment.
- Experience providing direct support to external customers by phone, electronically, and face-to-face
- Demonstrated experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications
- Exceptional organizational skills: ability to prioritize, manage, and complete tasks multi-functionally
- Superb communication skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.
- The ability to navigate complicated situations in a professional manner
- Experience in one or more of the following additional areas a plus: Database technology (SQL, MySQL); Web technology (HTML, JavaScript, CSS, XML, PHP); CRM technology (Microsoft Dynamics, Salesforce)
- Familiarity with SaaS solutions a plus.
Compensation:
- $31.69 to $42.25 per hour.
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