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| Job Title: | Senior Customer Support Engineer | ||||||
| Company: | MarketBright | ||||||
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| Description: | About Marketbright The Marketbright team has been building and streamlining marketing operations for some of the largest technology companies for over twelve years. Realizing that there must be a better way to automate and integrate the functionality they needed most, they began to build the tools and systems to streamline large scale marketing efforts, and improve marketing ROI. The lessons they learned running large enterprise campaigns and operations are now embedded in the DNA of the Marketbright on-demand marketing automation solution. Marketbright's solution enables companies to improve their demand generation activities through self-service campaign execution and automated lead scoring and management, and gain visibility into campaign metrics via real-time dashboards. Marketbright’s list of customers includes industry leaders such as Business Objects, VMware, Seagate Services, Serena Software, Varonis and Wageworks. Marketbright is privately held and headquartered in San Bruno, CA. Learn more at http://www.marketbright.com. Description Marketbright is a venture-backed, fast-growing start up in the CRM - Marketing Automation space. This is a great opportunity in the high-tech B2B SaaS space for a motivated, flexible person who learns quickly and works well with a team. The Senior Customer Support Engineer will be responsible for providing quality customer service to all customers. Start Date: ASAP Location: San Bruno, CA Employment Type: Full Time. Must be willing to work shifts (6AM - 2PM, 10AM-6:00PM) Primary Responsibilities * Maintain high client satisfaction by responding promptly to inquiries via email, telephone or website. * Managing multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers when necessary. * Interact with clients to help troubleshoot and resolve highly complex product problems or issues. * Diagnose and resolve complex client questions or problems over the telephone/Internet in the areas of application configurations/setup, product functionality, and bugs/enhancements. * Creating documentation usable by technical and non-technical customers such as knowledge base articles, FAQs and predefined responses to common customer questions. * Communicate with product development department to improve on current design or to identify possible problems with design. Required Skills * At least 7 years experience in a technical support or systems administration role. * B.S. degree in a technical discipline is strongly preferred. * Previous development experience at an enterprise software/application company is strongly preferred. * Intermediate to advanced skills in HTML, CSS, JavaScript, XML, PHP. * Strong familiarity with web-browser capabilities and differences across operating systems. Knowledge of TCP/IP, DNS, web server functionality and API development. * Experience with Marketing organizations, demand generation, Sales CRM systems, and current best practices a plus * Excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations. * Ability to multi-task and work under dynamic conditions and constraints with minimal supervision—i.e. strong analytical, prioritization, time management, and follow-up skills * Technical certifications preferred | ||||||
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