Job description
Our software company is in search of a Marketing Support Specialist to strengthen our Customer Success team. As we broaden our global support coverage, we’re adding new team members. This is a full-time, permanent, remote position.
Essential Duties & Responsibilities
- Provide high-quality digital marketing support to our customers globally.
- Handle inbound and outbound customer service activities via live chat, email, phone, and Zoom.
- Respond to customer inquiries about product details, technical support, billing issues, and more.
- Log support tickets corresponding to customer-reported incidents. Update and track the status within the ticketing system.
- Gather customer feedback on reported issues. Liaise with the relevant departments for resolution.
- Develop a consultative relationship with assigned accounts, conduct training sessions, and ensure consistent customer engagement and satisfaction.
- Assist with onboarding and training new customers, and maintain those working relationships to ensure customers effectively utilize the platform and adhere to best practices.
- Prepare periodic reports for the management team.
Experience and Qualifications
- Minimum of 2 years in customer success, account management, or B2B client service experience.
- Experience with ticketing and live chat support.
- Excellent verbal and written business communication skills in English. Fluent English is preferred.
- Excellent interpersonal skills; comfortable and proficient in customer interactions.
- Ability to uphold customer relationships, professionalism, and high ethical standards.
- Ability to manage customer escalations and challenging interactions in a calm and dignified manner.
- Ability to liaise with various internal teams to resolve customer-reported tickets.
- Advanced proficiency in relevant Google Suite and Microsoft Office software.
- Excellent organizational skills with keen attention to detail.
- Good time management and the ability to prioritize effectively.
Bonus Points
- Experience in software support (especially SaaS).
- Familiarity with ticketing systems such as Zendesk.
- Experience with CRM software (e.g. Salesforce, Hubspot, Pipedrive).
- Account management experience with a focus on client relations.
- Technological adeptness.
- Knowledge of SEO, PR, and Digital Marketing.
- University degree.
- Outgoing, sociable, and engaging.
The Opportunity
At Pitchbox, we understand that outstanding individuals might not always fulfill every requirement listed in a job description. We encourage you to apply if you resonate with this role and our company, even if you do not meet all the criteria. We value potential as much as experience. We’re eager to explore the unique ways you can contribute to our mutual success.
Growth Potential
This role offers growth potential for the candidate to take on Account Management responsibilities after gaining sufficient product knowledge and experience.
Salary
We offer competitive market rates for all positions based on qualifications and experience. Salary will be paid in US dollars.
About Pitchbox:
As we approach our 11th business anniversary, Pitchbox empowers marketing teams at many of the world’s top brands, publishers, and agencies. Our comprehensive suite of marketing automation software products is trusted by thousands of professionals across 57 countries.
Despite market uncertainties, we’ve noticed an increasing demand over the past three years. With significant investments in AI, automation, and new product development, we are strategically positioned for sustained growth and an ongoing surge in demand for our products in the near future.
Role
This role is sometimes referred to as Customer Success Specialist, Customer Success Analyst, Customer Success Representative, Customer Success Manager, Software Support Specialist, Software Support Engineer, Software Support Analyst, Technical Support Specialist, Technical Support Engineer, Technical Support Advisor, Application Support Analyst, Service Desk Advisor, Customer Support Advisor, Customer Support Analyst, Account Manager, Sales Engineer, Client Relations Specialist, Customer Education Specialist, Implementation Specialist.
Apply NOW for immediate consideration.
