Technical Solutions Engineer
Act-On Software
(Roseville, California)Act-On Software is a marketing automation company delivering innovation that empowers marketers to do the best work of their careers. Act-On is the only integrated workspace to address the needs of the customer experience, from brand awareness and demand generation, to retention and loyalty. With Act-On, marketers can drive better business outcomes and see higher customer lifetime value.
- Become an Act-On expert including the product's technical workings and practical business application.
- Take ownership with delivering and exceeding customer service level agreement commitments and customer expectations.
- Exercise discretion and judgment on whether and how to address customer issues.
- Assist customers with technical questions relating to Act-On and peripheral software (including but not limited to internet browsers, Salesforce.com, Website hosting software, API's, etc.).
- Assist our Customer Success Team with technical implementations/Questions related to the Act-On service.
- Utilize independent and creative problem solving skills to assist in technical troubleshooting and analysis for customer reported issues.
- Manage and maintain incoming support tickets and phone calls from customers from receipt through resolution. Exercise discretion in managing priorities for customer concerns.
- Author and maintain knowledge base articles as needed for technical implementation procedures.
- Contribute to the Act-On Communities and Public Forum.
- Exercise discretion on deciding when and whether to position additional services and other product services, for a fee, to existing customers.
Required Technical Experience
- 1-3+ years of experience in a technical support role.
- Ability to write and troubleshoot HTML, JavaScript, and CSS a plus.
- Understanding of the use and configuration of major Internet browsers.
- Understanding of desktop OS systems (Windows and Mac).
- Basic network (latency, etc.) troubleshooting experience.
- Previous experience with API's and XML a plus.
- Additional preferred experience with Salesforce.com, Sugar CRM, Microsoft Dynamics, Marketing Automation, website hosting, email delivery and SEO.
- Previous SaaS support experience a plus.
Additional Requirements
- Excellent writing and communication skills.
- Excellent telephone etiquette and ability to maintain a professional demeanor.
- A team player capable of high performance and flexibility working in a dynamic environment.
- Ability to understand customer problems and questions, document and work through to final resolution; detail oriented.
- Ability to work under minimal direction.
- College degree or equivalent work experience.
Questions
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- APIs
- CSS
- HTML
- JavaScript
- Mac
- Operating System
- Phone Calls
- Search Engine Optimization (SEO)
- Technical Support
- Troubleshooting
- Windows
- XML
- Marketing Automation
- SaaS
- Salesforce.com
- Web Hosting
- Microsoft Dynamics
- Service Level Agreement
- SugarCRM
- Internet Browser
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