SharpSpring, acquired by Constant Contact in 2021, is a revenue growth marketing platform that helps small businesses generate leads, improve conversions to sales, and drive higher returns on marketing investment. Our innovative platform, open architecture and free customer support, along with flexible contracts, drive real results for a growing business or digital marketing agency. The teams are excited to move forward with the work to marry Constant Contact’s best-in-class email and ecommerce offerings with SharpSpring’s powerful revenue growth platform. Learn more at sharpspring.com.

With that in mind, we are looking for someone that can bring a broad range of technical and user support services to the organization. The Technical Support Engineer will be responsible for resolving technical support queries that come in via phone, email, and chat systems related to our in-house SharpSpring software application. You will also conduct comprehensive bug reports and test applications. Work is performed with little supervision and candidates should possess ample initiative and keen judgment skills.

Are you inquisitive and attentive when people present you with their questions or issues? Do you enjoy troubleshooting and solving problems with special attention to customer needs? If you answered yes to these and you are interested in joining a growing, dynamic, and successful tech company where your work makes a significant impact on the entire organization, then we want to talk to you!

The Responsibilities

  • Support SharpSpring Customers with minor issues related to email, landing page, and form design
  • Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases while maintaining the quality of support provided
  • Formulate alternative or unique solutions to help customers achieve their goals
  • Answer phone calls to provide live support for customers
  • Identify and report bugs to senior support staff using JIRA
  • Work with internal teams to identify gaps and grow our knowledge base

The Person

  • You are comfortable working with a SaaS solution and supporting customers who utilize it.
  • You can communicate clearly in verbal and written form to a variety of audiences.
  • You are comfortable and effective in presenting ideas and information to stakeholders .
  • You have experience in email and web design and a working knowledge of HTML and CSS.
  • You enjoy working with Javascript and Native Forms.
  • You enjoy thinking critically and are not daunted by complex situations.
  • You are naturally inquisitive and curious which makes you a creative problem solver. 
  • Self-driven to succeed in current position, as well as driven to excel in overall career
  • You have great self-awareness and are able to take initiative and prioritize effectively.
  • If you are bilingual, that is a plus! 

 

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