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Marketing Software Support SpecialistLondon, England, United Kingdom

NewsCred

Marketing Software Support Specialist

London | England | United Kingdom

When we started NewsCred, we weren't satisfied with the way brands marketed to us. Fast-forward to today: We're now the world's leading content marketing company. We build software that supports marketers in content planning, creation, publishing, and analysis. We help brands speak to their audiences by providing both bespoke original content and content licensed from the world's leading publishers. Finally, as pioneers in our industry, we provide unique professional services to ensure that our customers find measurable success through content marketing.
How are we doing that? By building a best in class technology platform for all of the world's content.
Marketing Software Support Specialist
The function of the Marketing Software Support Specialist is to manage customers' technical issues submitted through ZenDesk - an industry standard in managing the support ticketing process. The SS ensures an excellent standard of service and high customer satisfaction levels are maintained at all times. The SS works closely with the following units:
  • Customer Success (CS)
  • Support Liaison between CS and Software
Objective
The team's primary objective is to provide technical support to a global customer base (mid-to-large enterprises concentrated in the US and EMEA), as well as to partners and freelancers. Team members are product experts and coordinate across departments within the NewsCred organization to deliver workarounds and issue resolutions to customers. The team is also responsible for channeling product feedback, both defects and enhancement requests, to the Software team (Product and Engineering).
The ideal candidate will be able to take on a vague issue raised by a customer and figure out a path to solve the customer's problem, while maintaining a continuous line of communication with all internal and external stakeholders. Issues faced will range from a technical bug in the software, to third party integration issues, to gaps in training. A great SS will identify the root problem and route it to the appropriate channels in order to keep the customer satisfied.
Responsibilities
  • Ensure timely, accurate, and professional service is provided to all customers and ZenDesk tickets are closed as quickly as possible, with maximum client satisfaction
  • Engage with customers in a friendly and personable tone
  • Communicate clearly and accurately with clients regarding the status of their reported issues
  • Communicate with the Customer Success on client concerns
  • Contribute to a team effort to provide 24 x 7 x 365 coverage for customers, partners, freelancers and internal team(s)
  • Communicate across the Support team on common problems
  • Support Technical Consultants on configuration, migration and integrations
  • Participate in an 'on-call' rotation
  • Quickly diagnose, triage and where necessary, escalate software issues, working towards team metrics for high quality standards around responsiveness, resolution and customer satisfaction
  • Work closely with the Product team to share insights around customer reported issues, prioritize around defects and enhancement requests, and provide input on release planning & messaging
  • Contribute to customer-facing knowledge base of help articles
  • Configure third-party integrations with the NewsCred platform

Qualifications
  • 2+ years of experience in a customer-facing support role for a highly available SaaS solution
  • BA or BS in a technical field, preferably in Computer Science or an Engineering major.
  • Proficiency in ZenDesk and JIRA
  • Working knowledge of HTML, CSS, Javascript, REST API, and Chrome Developer Tools
  • Familiarity in CMS platforms, such as WordPress, Sitecore, AEM, Drupal, etc.
  • Quick learner capable of handling concurrent tasks in a fast-paced and ever-changing environment, with the enthusiasm and willingness to constantly learn
  • Thrives in ambiguity & bringing order to complex situations and issues
  • Capable of driving multiple projects simultaneously and effortlessly with minimal direction
  • Empathetic and an active listener, meeting the needs of clients quickly, calmly, and politely
  • Ability to turn the unhappiest of clients into NewsCred's biggest advocates
  • Understanding of marketing or content marketing, and the technology solutions that support them, is a plus
  • Excellent verbal and written English and communication skills
Additional Information:
  • What we can offer you!
  • Best in class compensation plans
  • Great benefits, including medical, vision and dental
  • Generous vacation policy
  • Huge variety of snacks and drinks, catered lunches and happy hours
  • Training and career development
Please let us know why you are interested in this position by including a cover letter with your application.
All your information will be kept confidential according to EEO guidelines.
Please, no third-party resumes for this role. Candidates submitted by agencies will not be reviewed.

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