Customer Support Specialist London, England
Job description
at IntegrateLondon
Company Overview:
Integrate activates, governs, and measures marketing campaigns across demand channels. This enables marketers to launch cross-channel buyer experiences, ensure data integrity, measure the impact of their programs, and inform the next best investments. On Integrate, marketers can create more precise and personalized buying experiences that reach the right buyer with the right message at the right point in their buying journey, and ultimately convert more leads to revenue.
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
- 400+ Employees
- 500+ Enterprise Customers
- 40%+ YoY Growth
- PE Backed (Audax)
About the role: We're looking for a UK-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 FullStory
- Collaborate 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.
What You Offer:
- Previous experience in a similar role within a B2B SaaS environment
- Background in technical troubleshooting
- Superstar Skills (non-essential, but a bonus if you have them!)
- Technical and analytical skills (coding as a hobby, side project or otherwise)
- Testing & documentation experience
- Experience working with CRM and Marketing Automation Software, such as Salesforce
- Experience with ticket management systems is a plus e.g. JIRA, Zendesk
Integrate in the News:
- Best Tech Startups in Arizona (2018-2021)
- Integrate Acquires Akkroo
- Integrate Acquires ListenLoop
- Why Four MarTech CEO's Bet Big on Integrate
Typical Office Environment: Requires extensive sitting with periodic standing and walking. May be required to lift up to 35 pounds unassisted. May be required to lift over 35 pounds using assistive device and/or team lift. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
Integrate 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.
Job Type: Full-time
