Technical Support Specialist

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 provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.

The Role:
Campaign Monitor is seeking a passionate individual for our tight-knit team of Technical Support Specialists. Ideal candidates are great communicators (both internally and externally), experienced in supporting users of a Saas platform, and are patient, thorough, and kind.

We are a team of self-directed learners who take pride in being technologically adaptable, skilled at troubleshooting, and using our skills to facilitate great user experiences. In order to be a good fit, you’ll need to be a strong collaborator, receptive to feedback, and skilled at explaining complex topics to even our most basic users. Strong written and verbal skills are a must.

What This Role is NOT:

This role is not an internal-facing IT support position—it is primarily customer-facing. While skills related to internal IT support, software engineering, and IT analyst roles are of great benefit, the primary focus of our team is the end-user. Technical prowess alone is not sufficient to achieve success on our team.

In This Role You Will:

• Answer customers in a timely, efficient, knowledgeable, and personable manner.

• Help our customers with queries over email, phone, and social channels.

• Troubleshoot technical issues.

• Provide best practice advice.

• Welcome new customers.

• Reach out to customers for feedback.

• 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.

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?

Preferred Qualifications:

• At least 1-year experience working in customer service.

• Technical savvy.

• Experience providing phone support is a plus.

• Highly skilled at researching, troubleshooting and solving complex issues.

• Great written communication skills.

• Ability to work well independently.

• Excellent at multitasking and managing a varied workload.

If so, we would love to hear from you!

What We Offer:

• Workplace Pension

• Life Assurance (Death in Service)

• Medical/Dental/Vision

• Employee Assistance Program

• Cycle to Work

• My Perks at Work

Interested? We would like to hear from you! Please provide us with a cover letter outlining how you would be successful in this role along with your CV.