To quote the hiring manager:
" I'm looking for people who have worked in a level 1 technical capacity before so they have and understanding of how customer support works. "


Our client delivers an all-in-one online marketing solution that integrates email marketing with search, social, and mobile channels, as well as embedded Deliverability and Web Analytics. This unique solution grows with the needs of online marketers and provides actionable insights to help make intelligent decisions and improve results. The Customer Support Representative responds to customers who contact Global Support with inquiries about their products.

Job Responsibilities

• Customer Satisfaction through the management of cases by phone, chat and the web is the primary responsibility.


• This team receives the first contact from external and internal customers.


• You will create cases with accurate information & manage case to closure when possible.


• Handle case escalations promptly as required.


• Monitor cases for compliance with corporate SLA's.


• Maintain strong knowledge of our product suite .


• Communicate customer feedback and user experience to other internal teams and senior management.


• Contribute to knowledge base authoring.


• Other projects as assigned.

Required Experience

• Knowledge of Internet SaaS applications


• Working knowledge of the following applications: SalesForce.com Service Cloud ,MS Office applications MS Outlook and other mail clients


• Knowledge of API technology


• Ability to work in a fast paced environment


• Knowledge of Computer operating systems


• Knowledge of Networks and Network Protocols Database Knowledge in at least one of the following: SQL, SQL Server, Oracle & MySQL Programming


• Knowledge in at least one of the following: ASP, ASP.NET PHP Javascript /AJAX PERL scripting


• Willingness to learn


• Email Marketing campaign knowledge


• Web Analytics troubleshooting and resolution capabilities Landing Pages and how they are used and deployed by a customer On-line Chat tools and Social Networking applications


• Must possess the ability to manage changing priorities and possess multi-tasking skills


• Must possess the ability to document cases clearly and accurately


• Strong listening skills and empathy for the customer's situation


• Strong communication skills both verbally and written

Pluses:

• HTML experience a plus


• Experience with SaaS based products a plus

Company is in Berkeley, and BART accessible