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Technical/Product Support Engineer

Posted 2 years ago in Internet



Technical/Product Support Engineer
Location: Roseville, California

Candidates must be mature, professional and hungry to learn our exciting technology. Must excel in a fast-paced and high-growth environment where career opportunities abound. This is a dynamic role which requires that only high-energy, smart and positive individuals apply.

Responsibilities and Expectations
  • 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.
  • 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 implementation questions related to Act-On.
  • Utilize 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.
  • Maintain a positive interactive working relationship with Product Management and Product Engineering to resolve issues and escalate as necessary for resolution.
  • Communicate customer needs to Product Management for future product enhancements.
  • Author and maintain knowledgebase articles as needed for technical implementation procedures.
  • Contribute to the Act-On Communities and Public Forum.

Required Technical Experience
  • 1-2 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).
  • 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.

Compensation
Competitive Salary: We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company Medical, Dental, and Vision coverage, Paid Time Off, and Holidays, Stock Options, Flexible Spending Account and 401K.

About Act-On Software:

www.actonsoftware.com

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