Technical Support Specialist

Location: Austin, TX

Department: Client Success

Type: Full Time

Min. Experience: Entry Level

Company Overview

We provide proven technology and expertise for lead acquisition success. Our SaaS platform helps marketers automate their unique processes for acquiring qualified sales leads, building accurate email subscriber lists, and providing superior transparency for legal compliance. Each month, we process millions of opt-in Internet leads across a wide range of industries. Founded in 2004, ActiveProspect is headquartered in Austin, TX.

Job Summary

ActiveProspect is seeking a Technical Support Specialist. This is a great position to get your career in Client Success started. This position requires a strong technical aptitude, a knack for solving problems and the desire to help others solve problems, plus a willingness to dive in and learn a complex product.

You are the first level of help for customers, managing all support tickets and chat conversations. You’ll problem solve and fix issues for customers, elevating more complex issues as appropriate to the implementation team. You will be the owner of our support platform (currently Zendesk & Drift), automating where you can, and documenting as you go, making recommendations to the Product team as you see trends in questions and usage cases develop.

To Succeed in this Role You’ll Need:

  • Bachelor’s degree required
  • 1 year of experience in client-facing software support position
  • Proven ability to clearly communicate complex problems and build trust with clients and colleagues
  • Demonstrated empathy and patience for end users, taking a personal stake in our clients' success problem solver's mentality
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Proven track record of managing multiple, competing priorities while consistently exceeding goals
  • Experience working with Zendesk

What we're offering

  • A financially stable company, with the freedom and opportunities of a startup culture
  • Flexible work schedule
  • Unlimited PTO
  • Live Music Capital Holiday
  • Beautiful office space in Hyde Park (close to Central Market, Vino Vino, and Hyde Park Gym)
  • Paid attendance to one tech conference of your choosing per year
  • Retirement plan matching up to 3% of your salary
  • Health, dental, vision, disability and life insurance
  • Medical and Dependent Care FSA available
  • Fun office environment with Ping pong table, kegerator, and snacks

 

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