Technical Support Specialist, Marigold

• You’re the right candidate for this role if you are passionate about providing excellent customer service and committed to helping our customers succeed
• You are technically savvy, highly skilled at researching, troubleshooting, and solving complex issues, and thrive on diving deeply into technical solutions
• As a strong team player, you enjoy collaborating, welcome feedback, and approach learning new things with eagerness and confidence
• Finally, you are a personable communicator who can convey both professionalism and helpfulness over the phone and through email
• 1–2 years of experience in customer or technical support roles
• Proven success in customer-facing positions
• Eagerness to learn and openness to constructive feedback
• Team-oriented, collaborative, and solutions-focused mindset
• Strong problem-solving and troubleshooting abilities
• Commitment to continuous process improvement
• Experience working effectively within a remote team

Desirable

• This position will be working with our Campaign Monitor team and plays a vital role in facilitating positive user experiences
• The Technical Support Specialist will develop deep expertise in our product, provide timely and personable support via email and phone, and troubleshoot a wide range of technical challenges
• You will offer best-practice guidance for using our email marketing software, escalate cases when appropriate, and share valuable insights from customer interactions to help improve the in-app experience
• In addition, you will support colleagues across teams by addressing internal product and process questions, contribute to maintaining internal support documentation, and stay current on evolving processes and new product features
• Serve as the first point of contact for customer inquiries, delivering timely and effective solutions
• Troubleshoot and resolve a wide range of technical issues with accuracy and professionalism
• Provide guidance and best practices to help customers maximize the value of our email marketing software
• Collaborate with product and engineering teams by sharing customer insights to improve features and user experience
• Maintain clear, up-to-date internal documentation and resources for both customers and colleagues
• Continuously develop product knowledge and stay informed on new features, updates, and processes