app jobs sales-marketing companies b blueshift product support specialist

Product Support Specialist


About Us:



Blueshift is a customer data activation platform that empowers consumer brands to leverage their first-party data to deliver one-to-one personalized experiences at scale. Marketers at these brands can leverage Blueshift's SaaS platform to deliver hyper-personalized 1:1 experiences. We work with some of the top brands around the world including Udacity, BBC, IAC, LendingTree and more. We believe that every brand will move away from one-way conversations (batch and blast or "one size fits all" type experiences) to two-way conversations with every consumer at scale. We're backed by top tier VCs including SoftBank, and have been recognized as a "Cool Vendor for AI in Marketing" by Gartner.



Responsibilities:



We are looking for a Product Support Specialist in our Charlotte office or remote on the east coast, to help drive forward our mission in providing best-in-class quality service and achieving high-levels of customer satisfaction and success. As a Product Support Specialist, you will be responsible for our post-sales support and will work collaboratively with the Customer Success, Product and Engineering teams.



  • Be the product expert and provide technical and non technical support via tickets, phone and chat
  • Analyze, track and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction
  • Identify, organize and prioritize issues based on severity and customer impact
  • Document problem resolution steps, compile and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs
  • Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs
  • Work closely with Product and Engineering teams on identification and tracking of enhancement requests and bugs
  • Develop and constantly improve processes to engage customers and provide recurring value




Must Have Requirements:



  • 2-5 years in Enterprise SaaS support roles or equivalent experience
  • Exceptional understanding of customer service, technical issue resolution, and support best practices
  • Strong written & verbal communication skills
  • Solid understanding of web technologies such as HTML, CSS, JSON, and JavaScript
  • Proficiency using JIRA, Zendesk or similar ticketing systems
  • Experience with marketing automation platforms such as Responys, Exact Target, Adobe Campaign Manager, Mailchimp, Marketo, etc.




General Requirements:



  • Excellent organizational, analytical and influencing skills
  • Enjoys working closely with customers to ensure their success at all times
  • A real doer who takes initiative to get things done and elevates performance of others by being an inspiring team player




Perks:



  • Full health, dental, vision insurance
  • Unlimited vacation
  • Flexible spending accounts for transportation and parking
  • Life insurance & disability coverage
  • Generous equity grants and competitive salary
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