Home ›
Senior Customer Support Engineer
Submitted by sukla on Mon, 2009-09-28 08:17
in
Marketbright is a venture-backed, fast-growing start up in the CRM - Marketing Automation space. This is a great opportunity in the high-tech B2B SaaS space for a motivated, flexible person who learns quickly and works well with a team. The Senior Customer Support Engineer will be responsible for providing quality customer service to all customers.
Skills/Requirements:
At least 7 years experience in a technical support or systems administration role
B.S. degree in a technical discipline is strongly preferred
Previous development experience at an enterprise software/application company is strongly preferred
Intermediate to advanced skills in HTML, CSS, JavaScript, XML, PHP
Strong familiarity with web-browser capabilities and differences across operating systems. Knowledge of TCP/IP, DNS, web server functionality and API development
Experience with Marketing organizations, demand generation, Sales CRM systems, and current best practices a plus
Excellent customer interaction skills with the ability to handle and diffuse challenging customers and situations
Ability to multi-task and work under dynamic conditions and constraints with minimal supervision—i.e. strong analytical, prioritization, time management, and follow-up skills
Technical certifications preferred
Functions/Responsibilites:
Maintain high client satisfaction by responding promptly to inquiries via email, telephone or website.
Managing multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers when necessary
Interact with clients to help troubleshoot and resolve highly complex product problems or issues.
Diagnose and resolve comple
Diagnose and resolve complex client questions or problems over the telephone/Internet in the areas of application configurations/setup, product functionality, and bugs/enhancements.
Creating documentation usable by technical and non-technical customers such as knowledge base articles, FAQs and predefined responses to common customer questions.
Communicate with product development department to improve on current design or to identify possible problems with design.
Location
San Francisco Bay Area, CA
United States
Organization:
Job Type:
Full Time
Website:
http://www.linkedin.com/jobs?viewJob=&jobId=755057&fromSearch=0&sik=1254105163968
0
Your rating: None