Technical Support Specialist

Location: Austin, TX

Department: Client Success

Type: Full Time

Min. Experience: Entry Level

Company Overview

We provide proven technology and expertise for lead acquisition success. Our SaaS platform helps marketers automate their unique processes for acquiring qualified sales leads, building accurate email subscriber lists, and providing superior transparency for legal compliance. Each month, we process millions of opt-in Internet leads across a wide range of industries. Founded in 2004, ActiveProspect is headquartered in Austin, TX.

Job Summary

ActiveProspect is seeking a Technical Support Specialist. This is a great position to start get your career in Client Success. This position requires a strong technical aptitude, a knack for solving problems, the desire to help others solve problems, plus a willingness to dive in and learn a complex product.

You are the first level of help for customers, managing all support tickets and chat conversations. You’ll problem solve and fix issues for customers, elevating more complex issues as appropriate to the team. You will be the owner of our support platform, automating where you can, and documenting as you go, making recommendations to the Product team as you see trends in questions and use cases develop.

Who You Are:

Confident - You're comfortable being on the front line, fielding questions, diagnosing issues, recommending and executing solutions, and documenting as you go

Great Communicator - You communicate equally well with marketers, salespeople, and the technically inclined, plus you enjoy teaching them how to use our services most effectively

Geek - Mildly familiar with how the Internet works (HTTP), how to read logs of network traffic, and also have Basic HTML, JavaScript, and CSS skills

Experienced - At least one year supporting external clients

Empathetic - Patience for end users while taking a personal stake in our clients' success

Detail Oriented - Attentive to details, highly organized, and focused on quality work

On Point - You can manage multiple, competing priorities while Getting Things Done

 

It Would Be Lovely If You Have:

Previously Supported a SAAS Platform

Familiarity with Project Management or Support tools (e.g. Basecamp, Zendesk, Intercom)

 

What we're offering

  • A financially stable company, with the freedom and opportunities of a startup culture
  • Flexible work schedule
  • Unlimited PTO
  • Live Music Capital Holiday
  • Beautiful office space in Hyde Park (close to Central Market, Vino Vino, and Hyde Park Gym)
  • Paid attendance to one tech conference of your choosing per year
  • Retirement plan matching up to 3% of your salary
  • Health, dental, vision, disability and life insurance
  • Medical and Dependent Care FSA available
  • Fun office environment with Ping pong table, kegerator, and snacks

 

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