Technical Support Specialist

The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role:
 

Global Support is committed to excellence for our customers by providing legendary service on every support case.  Technical Support Specialists are responsible for answering client questions and performing basic troubleshooting of platform issues. This position requires daily client contact through inbound calls, emails and messages from our customer portal. TSS team members determine the nature of a client’s request, prioritize the case appropriately and work diligently to resolve the case efficiently while exceeding client expectations.

What You’ll Do: 

• Ensure a high level of service and support, across multiple channels, by providing expert advice and support in a professional and confident manner.

• Efficiently prioritize, manage and resolve individual support cases within our ticketing system based on urgency and impact.

• Proactively monitor and follow-up on owned cases to guarantee timely resolution and high customer satisfaction. 

• Ensure clear, concise, and timely communication of status updates and issues are provided to customers.

• Communicate technical information clearly and effectively to both technical and non-technical stakeholders.

Ideal Qualifications: 

• 1+ years of related support/service experience, ideally in the SaaS space or equivalent education. 

• Bachelor’s degree in computer science or equivalent degree

• Active command of the English language is required

• Basic knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)

• Basic knowledge of Linux/Unix production environments, networking and security concepts

• Basic knowledge of databases including SQL

Nice to Have: 

• Basic knowledge of high level computer languages (C/C++, Java, Perl, Ruby, Python, AWS)

• Experience working in complex, dynamic, fast-paced environments.

• Email marketing or digital marketing software experience.

• Strong written and verbal communication skills.

What We Offer:

• Competitive salary and benefits including: medical/dental/vision, life insurance

• Unlimited PTO (we call it Open Time Away), leave without pay, bereavement leave, marriage, paid parental and birthday leave

• Meal and transportation subsidy

• English program

• Employees’ Association

• Supportive work environment with flexible work hours and hybrid / work from home options