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TITLE

 

Application Support Engineer

COMPANY

 

Act-On Software

LOCATION

 

Reading, GB

Description

Overview

Here at Act-On, we're a select group of individuals who are smart, motivated and dedicated to providing our customers with world-class product support. If you're a tech support professional who can solve problems creatively, you believe in working hard and playing hard, and you want to be a part of one of the world’s fastest-growing marketing automation companies, read on!

Attributes

  • Customer focused at all times with the goal of resolving customer issues in the quickest most effective way possible.
  • Accountable to one's team and one's self taking ownership of tasks and seeing them through to successful completion.
  • Transparent in communications approach with the goal of being clear, concise and direct.
  • Team Player who views the occupational world as "we" versus "me".
  • Self-driven to perform at a high level and invigorated to do their best when no one is watching.

 

Responsibilities:

  • Become an Act-On solution 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.
  • Exercise discretion and judgment on whether and how to address customer issues.
  • 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 implementations/Questions related to the Act-On service.
  • Utilize independent and 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.  Exercise discretion in managing priorities for customer concerns.
  • Manage and maintain second level escalated support tickets from customers from receipt through resolution.
  • Maintain a positive interactive working relationship with Operations and Product Engineering to resolve issues and escalate as necessary for resolution.
  • Author and maintain knowledge base articles as needed for technical implementation procedures.
  • Contribute to the Act-On Communities and Public Forum.
  • Exercise discretion deciding when and whether to position additional services and other product services, for a fee, to existing customers.

Required Technical Experience

  • 1-3+ years of experience in a technical support role.
  • Ability to write and troubleshoot HTML, JavaScript, and CSS a plus.
  • Functional knowledge of SQL.
  • Functional knowledge of major internet browsers and their configuration.
  • Functional knowledge of desktop OS systems (Windows and Mac).
  • Basic network (latency, etc.) troubleshooting experience.
  • 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 non-standard business hours under minimal supervision
  • College degree or equivalent work experience.

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