Technical Support Specialist
Sailthru
The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold includes Campaign Monitor, Emma, Vuture, Sailthru, Selligent and Cheetah Digital. By joining together these leading solutions through a set of common services, Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.This position is under our Emma product.
Are you passionate about facilitating positive user experiences? Do you love enabling and empowering others? Do you get excited about diving deeply into technical issues and solving for solutions?
If so, we would love to hear from you!
About You:
You’re the right candidate for the Technical Support Specialist role if you are:
Passionate about providing excellent customer service and doing what it takes to help our customers succeed.
Technically-savvy
Highly skilled at (and enjoy) researching, troubleshooting and solving complex issues.
A strong team player who loves collaborating, welcomes feedback and is quick, eager and confident when learning new things.
A strong and personable communicator. You’re able to convey personality and helpfulness over the phone and through email.
What You’ll Do:
Learn our product in & out
Answer customers in a timely, accurate, knowledgeable, and personable manner
Help our customers with queries over email and phone
Troubleshoot technical issues, sometimes fairly advanced.
Provide best practice advice for using email marketing software
Handoff and escalate cases as needed
Leverage insights gained from support communications to help our product team enhance the in-app user experience
Answer internal support-related questions from colleagues on other teams
Help maintain internal support documentation resources
Stay up to date on processes and functionality of new product features
Ideal Qualifications
1-2 years of experience in customer support or technical support positions
Experience in customer facing roles
Willingness to learn and accept constructive feedback
Team oriented and collaborative solutions-focused mindset
Excellent problem solving and troubleshooting skills
Focus on process improvement
Experience working in a remote team
Nice to Have
Experience with Salesforce or similar CRM tools
Experience with SaaS tools and software
Experience with Slack and Google workspace
Experience working with AI chatbots
What We Offer
Open Time Away and birthday leave
Life, AD&D, Short and Long Term Disability Insurance
401k with company match
Remote first position
Unlimited access to LinkedIn Learning for your professional and personal development
Paid parental leave
What Happens After You Apply?
Your resume will be reviewed, and if we think you look like a good fit, we’ll be sending out a link to a Take Home Test so you can show us your skills.