Job Description
Our Mission:
6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue.
Our People:
People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in deļ¬ning the future of our industry-leading technology.Ā 6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers.
We want 6sense to be the best chapter of your career.
AsĀ 6senseāsĀ Sr Technical Support professional, you will have the opportunity to be an instrumental figure of our Support team. The Technical Support Specialist will work cross functionally to meet the needs of the customer, while working with the Engineering team to help diagnose and fix incoming issues.
The Company
The 6sense Account Engagement Platform helps B2B organizations achieve predictable revenue growth by putting the power of AI, big data, and machine learning behind every member of the revenue team. 6senseĀ uncovers anonymous buying behavior, prioritizes accounts for sales and marketing, and enables them to engage resistant buying teams with personalized, multi-channel, multi-touch campaigns. 6senseĀ helps revenue teams know everything they need to know about their buyers so they can easily do anything needed to generate more opportunities, increase deal size, get into opportunities sooner, and compete and win more often.
Role Responsibilities
Analyze,Ā trackĀ and resolve customer issues in a prompt manner to ensure that the highest level of client satisfaction is achieved
Analyze data using SQL / spreadsheets, and ad hoc analysis
Respond to customer inquiries andĀ assistĀ in troubleshooting and resolving challenges
IdentifyĀ alternate solutions when necessary and communicate them to customers
Maintain a detailed understanding of product architecture, technicalĀ componentsĀ and application functionality
Contribute toĀ knowledge base articles, FAQs, and internal documentation to empower customers and team members. Set up and document troubleshooting procedures for new product features
Work closely with product and engineering teams to replicate, diagnose, and report bugs or suggest improvements.
Mentor and support junior support engineers by sharing knowledge and best practices.
Communicate clearly and effectively with customers, fellow support teamĀ membersĀ and the other internal teams
Preferred Skills & Experience
8+ years customer support experience for software applications
3+ Years Knowledge of and experience with SQL
Experience with MAP and CRM-Salesforce
Experience describing technical concepts to a non-technical audience
Excellent communication and interpersonal skills, with a focus on customer empathy.
Ability to manage multiple priorities in a fast-paced environment.
Ability to work independently
Experience working with Google Analytics a plus
Experience/knowledge of Salesforce integrations a plus
Experience in a SaaS environment is a plus
Experience with ticketing systems Zendesk and JIRA a plus
Base Salary Range: $105,388.55 - $135,436.54. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6senseās total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6senseās board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote
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Our Benefits:
Full-time employees can take advantage of health coverage, paid parental leave, generous paid time-off and holidays, quarterly self-care days off, and stock options. Weāll make sure you have the equipment and support you need to work and connect with your teams, at home or in one of our oļ¬ces.
We have a growth mindset culture that is represented in all that we do, from onboarding through to numerous learning and development initiatives including access to our LinkedIn Learning platform. Employee well-being is also top of mind for us. We host quarterly wellness education sessions to encourage self care and personal growth. From wellness days to ERG-hosted events, we celebrate and energize all 6sense employees and their backgrounds.
Equal Opportunity Employer:
6sense is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].
We are aware of recruiting impersonationĀ attempts that are not affiliated with 6sense in any way. All email communications from 6sense will originate from the @6sense.com domain. We will not initially contact you via text message and will never request payments. If you are uncertain whether you have been contacted by an official 6sense employee, reach out to [email protected]
