Support Engineer

Company Overview
ActiveProspect is the industry-leading SaaS platform for consent-based marketing.
Our comprehensive product suite empowers companies across industries to take real-time action on their leads, protect themselves from litigation by documenting proof of consent, and save money by providing new levels of data insights and control.
Our mission is to make consent-based marketing the best channel for customer acquisition.

Job Summary

ActiveProspect is seeking a Support Engineer to join our small, but growing Support team. This is both an individual contributor and a client-facing role. This person will be proficient in using our suite of products to efficiently problem-solve technical software related questions and implement solutions for existing clients. You will become a "go-to" person for technical questions about how our products work. You will work with our Support Engineers, ensuring effective time management, SLA achievement, and a collaborative environment. This is a demanding role that requires client relationship management, project management, communication, and technical software skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis.

• This role requires availability to work rotating coverage hours between 3:00 AM-9:00 AM PST. Schedules are planned in advance and rotate across the team.

Responsibilities:

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
• Work with clients' technical teams to troubleshoot and resolve issues and provide integration guidance
• Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly
• Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
• Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
• Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets
• Manage timely and accurate responses via Chat support feature
• Ability to analyze and problem solve customer issues while remaining empathetic
• Ensure a high customer satisfaction score of 95% or higher
• Collaborate with Client Success Managers to mitigate client escalations
• Actively review and create internal and client-facing documentation and knowledge base articles
• On call (after hours) support required periodically for urgent customer requests

Qualifications and Skills

• Bachelor's degree and/or minimum 4+ years experience in a client-facing technical role
• Experience in a start-up environment
• Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
• Ability to learn quickly; become an expert with our products and the supporting technology over time
• Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
• Positive, self-starter attitude and desire to exceed client expectations at every opportunity
• Attention to detail and absolute focus on the quality of work
• Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
• Familiarity with common web protocols (HTTP, FTP)
• Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
• Excellent customer service, presentation, and writing skills
• Internet/online advertising industry experience is a plus

Benefits and Perks:

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Flexible vacation time
• A remote-friendly culture with monthly virtual happy hours and team-building events
• Retirement plan matching up to 3% of your salary
• Health, dental, vision, disability and life insurance

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

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