Technical Support Specialist

The Company:
Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role:
 

You're the right candidate for the Technical Support Specialist role if you're passionate about providing excellent customer service and doing whatever it takes to help customers succeed. You're technically savvy and highly skilled at researching, troubleshooting, and solving complex issues. You’re a strong team player who enjoys collaboration, welcomes feedback, and learns quickly and confidently. Most importantly, you're a personable and effective communicator who can convey helpfulness and professionalism both over the phone and through email.

What You’ll Do: 

• Learn our product in & out

• Answer customers in a timely, accurate, knowledgeable, and personable manner

• Help our customers with queries over email and phone

• Troubleshoot technical issues, sometimes fairly advanced.

• Provide best practice advice for using email marketing software

• Handoff and escalate cases as needed

• Leverage insights gained from support communications to help our product team enhance the in-app user experience

• Answer internal support-related questions from colleagues on other teams

• Help maintain internal support documentation resources

• Stay up to date on processes and functionality of new product features

Ideal Qualifications: 

• 1-2 years of experience in customer support or technical support positions

• Experience in customer facing roles

• Willingness to learn and accept constructive feedback

• Team oriented and collaborative solutions-focused mindset

• Excellent problem solving and troubleshooting skills

• Focus on process improvement

• Experience working in a remote team

Nice to Have: 

• Experience with Salesforce or similar CRM tools

• Experience with SaaS tools and software

• Experience with Slack and Google workspace

• Experience working with AI chatbots

What We Offer: 

• The table-stakes benefits you’d expect including: medical/dental/vision, life and disabilities insurance.

• Generous time off (we call it Open Time Away) as well as paid holidays and a birthday benefit day off.

• 401k plan with a company match on your contributions.

• Employee-centric and supportive remote work environment with flexibility.

• Support for life events including paid parental leave.