Reporting to the Director of Technical Services & Support, the Client Support Engineer assists our clients, some of the world’s largest retail brands, to maintain maximum uptime and effectiveness for triggered email and website messaging campaigns. This is a role for someone sharp, customer-driven and who enjoys the problem-solving and troubleshooting process.

Responsibilities:

  • Answer and resolve incoming support tickets (email and phone)
  • Create and perform regular maintenance for client Javascript data collection files
  • Perform basic email HTML markup and dynamic coding across multiple Email Service Providers (ESPs), as needed
  • Coordinate and troubleshoot imports of client data feeds
  • Perform website content changes using HTML and CSS
  • Assist clients in testing and troubleshooting campaigns using the SmarterHQ platform
  • Contribute to knowledge base documentation for both internal and external (client-facing) use
  • Participate in rotating “Support on Call” schedule shared with all support team members

Requirements

  • 2-4 years of professional experience in a client support role for a SaaS or marketing/email software platform company.
  • Excellent problem-solving skills
  • Strong HTML, CSS, and JavaScript Skills including: Understanding of the DOM, HTML5 elements, semantic markup, understanding of CSS inheritance and specificity, understanding of how to solve problems using custom Javascript
  • Fluency with Microsoft Excel
  • Must have some availability to address support issues on nights and weekends
  • Ability to work independently and as part of a team
  • Ability to manage workflow and tight deadlines
  • Ability to work in a rapidly changing environment
  • Strong phone and online communications skills - personable high-touch approach over the phone with business clients and executives.
  • Works well with understanding urgent nature of clients' issues but "calm under pressure"
  • Strong documentation skills
  • Knowledge of Salesforce Marketing Cloud (ExactTarget), Experian Cheetahmail, Responsys or IBM Silverpop a plus
  • Knowledge of e-commerce platforms a plus
  • Knowledge of CRM platforms a plus
  • Bachelor’s Degree in Computer Science, Marketing or related field, or relevant experience

 

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