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Customer Support Specialist

Company: Integrate
Location: Phoenix
Posted on: January 16, 2022

Job Description:

Company Overview: Integrate is the leader in Precision Demand Marketing, an emerging category to help B2B marketers develop and deliver an omnichannel demand strategy, convert leads to revenue and drive marketing ROI. Over the past decade,Integratehas evolved from solving complex challenges across each demand generation channel to powering account-based, buyer-driven omnichannel experiences. Today, Integrate's Demand Acceleration Platform helps marketers orchestrate connected buying experiences that drive qualified conversations at scale, simplify ABM management and accelerate revenue generation. Mission: Integrate's mission is to connect everything - data, channels, tech, and team members - to create intelligent buyer and account journeys and deliver Precision Demand Marketing at scale.Integrate Growth Snapshot- 300+ Employees- $80M+ Funding- 500+ Enterprise Customers- 40%+ YoY GrowthAbout the role: We're looking for an AZ-based Customer Support Specialist to join our global team and own the support queue, working with our Technical Specialists, Product Managers, Engineers, and engaging directly with Integrate's customers, across our multiple product lines. Our goal is to delight our customers and become one of Integrate's biggest competitive advantages! We do this through driving revenue, improving customer satisfaction, increasing retention, driving product adoption, providing valuable feedback to our product team, and much more!Great Customer Support is crucial and something we take seriously at Integrate, which is highlighted by the regular customer satisfaction praise that we receive from our customers. You'll be responsible for answering tickets, prioritizing requests, and going above and beyond to help resolve any issues. You'll have the ability to drive your role with a keen eye for larger trends and share valuable insights from customer conversations that inform product decisions and improvements. Responsibilities:You'll become an Integrate product expert!Actively manage the support queue to answer and resolve Integrate product-related issues, by promptly dealing with tickets in a timely, human manner and answering questions via a number of channels.Join customer calls to provide input on platform-related issues or questions.Test possible bugs resulting from cases and be able to replicate issues, using tools such as FullStoryCollaborate with Product and Engineering with regards to new support tickets submitted to Jira Provide testing as needed for specific Integrate product releases Populate and update the Integrate Knowledge Base with applicable information and documentation.Deliver product-related training (working in conjunction with training partners) as needed.Own projects related to improving our support, processes, and self-service.Update the pipeline of customer suggestions and feedback to improve Integrate Products. Experiment! - our Support team, our platform, and our company are evolving, so everything can change.About you:Previous experience in a similar role within a B2B SaaS environmentBackground in technical troubleshootingSuperstar Skills (non-essential, but a bonus if you have them!)Technical and analytical skills (coding as a hobby, side project or otherwise)Testing & documentation experienceExperience working with CRM and Marketing Automation Software, such as SalesforceExperience with ticket management systems is a plus e.g. JIRA, ZendeskIntegrate in the News:Best Tech Startups in Arizona (2018-2021)Integrate Acquires AkkrooIntegrate Acquires ListenLoopWhy Four MarTech CEO's Bet Big on IntegrateIntegrate is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Integrators will continue to work from home until it's safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at one of our offices.

Keywords: Integrate, Phoenix , Customer Support Specialist, Other , Phoenix, Arizona

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