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As the cornerstone of the Emarsys service organisation, you will act as the operational first point of contact for our clients on a day-to-day basis, making use of your professional communication and creative problem solving skills to ensure maximum client satisfaction with our products and services.
Working primarily within our cutting-edge self-service support portal, you will efficiently utilise all available tools and resources, in addition to liaising with cross-functional internal teams to provide our clients with the most effective solutions to complex issues. Your service to our clients is an invaluable and integral part of ensuring the satisfaction of our clients and their subsequent retention.
MAIN TASKS & RESPONSIBILITIES
- Serve as daily first point of contact for our clients on all operational matters concerning the use of our application
- Use the Emarsys self-service portal to manage your work using the built-in options of email, live chat, phone and screen-sharing as means to interact with the clients
- Identify and troubleshoot technical issues and escalate to 2nd line support when required
- Escalate to line managers and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
- Communicate progress of issue resolution to the client in a timely manner while trying to meet and exceed the assigned SLAs
- Deliver technical instructions and complicated solution descriptions in a professional, error-free and simple-to-understand manner
- Work closely with internal teams, including Client Success Managers, to build and enhance client relationships and ensure the provided support level meets (and exceeds) the clients expectations and SLAs
- Use your expertise and qualities to provide continuous input on the best possible ways to improve our support process and drive efficiency within the team
GENERAL REQUIREMENTS
- Previous software/platform helpdesk experience in a technical environment, preferably SaaS/MarTech
- Sound technical knowledge and experience in web technologies (HTML/DNS/Email/Internet protocols/API/MySQL)
- Outstanding communication skills (written and verbal) over the phone, via email / ticketing system and on live chat
- Ability to analyse and troubleshoot technical issues and deliver technical instructions to a non-technical audience
- Must be a team player, with outstanding motivation and commitment to your role and a strong willingness to learn and discover new technologies
- Friendly, personable and approachable, with the ability to multitask and work under pressure
- Willingness to discover the ins and outs of technical topics such as Automated Marketing Programs, Data Integrations, Google Cloud Platform, APIs, Web Forms, etc
- Previous experience with online and email marketing preferred
- Proficiency in English language, second language is desirable
WHAT WE OFFER
- A growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘startup’ mentality with the security (and resources) of an established multi-national
- The opportunity to contribute to a bespoke, complex and successful product, focused on innovation
- A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
- An inspiring and team-oriented culture, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
- A commitment to remote/hybrid and trust based working, with access to 2 floors in The Scalpel building for a dedicated space to work, socialise, and enjoy amazing views
- Competitive salary plus additional performance related rewards
- Comprehensive benefits: pension scheme, private health care and cash plan options, subsidised gym membership, life cover and many more.
- Exclusive membership to Perkbox - an innovative discount platform for local and national businesses including offers on cinema tickets, travel, gifts, dinner, coffee and more
ADDITIONAL
- Working hours are Monday - Friday 9am - 6pm, with some occasional Sundays and Public Holidays required. This role will also be hybrid from our London office, meaning primarily remote but with occasional and flexible office attendance (weekly/monthly)
- Where possible please include salary expectations with your applications
At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.
