Technical Solutions Engineer

Act-On Software

(Roseville, California)
Full Time
Job Posting Details
About Act-On Software

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.

Responsibilities
  • 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.
Ideal Candidate

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.

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Roseville, California
Skills Desired
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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
  • Email
  • SugarCRM
  • Internet Browser

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