Support Engineer II

Company Overview

ActiveProspect is on a mission to make consent-based marketing the best channel for online customer acquisition. We provide marketers the products they need to acquire qualified customers at scale. Our platform is trusted by thousands of companies engaged in direct-to-consumer marketing, helping them save wasted spend, comply with ever-changing regulations, and manage a constantly evolving partner landscape. Our flagship product, TrustedForm, is used to certify over 1 billion opt-in digital customer leads every year and is the gold standard for documenting prior express written consent for TCPA compliance.

Job Summary

ActiveProspect is seeking a Support Engineer II to join our small, but growing Support team. This is both an individual contributor and a client-facing role. This person will be proficient in using our suite of products to efficiently problem-solve technical questions and implement solutions for existing clients. You will become a "go-to" person for technical questions about how our products work. You will work with our Support Engineers, ensuring effective time-management, SLA achievement, and a collaborative environment. This is a demanding role that requires client relationship management, project management, communication, and technical skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis.

Responsibilities:

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries
• Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance
• Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly
• Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products
• Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team
• Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets
• Manage timely and accurate responses via Chat support feature
• Ability to analyze and problem solve customer issues while remaining empathetic
• Ensure a high customer satisfaction score of 95% or higher
• Collaborate with Client Success Managers to mitigate client escalations
• Actively review and create internal and client-facing documentation and knowledge base articles

Qualifications and Skills

• Must be a good listener; understand the needs of the client and be able to suggest comprehensive and comprehensible solutions
• Ability to learn quickly; become an expert with our products and the supporting technology over time
• Outstanding problem-solving skills and attention to detail; must be able to think creatively about issues to find a resolution
• Positive, self-starter attitude and desire to exceed client expectations at every opportunity
• Attention to detail and absolute focus on the quality of work
• Ability to read and understand modern web pages at the HTML/JavaScript/CSS level
• Familiarity with common web protocols (HTTP, FTP)
• Experience using and managing issue/case tracking systems (Zendesk, etc.), including the ability to implement and provide meaningful reporting metrics from these systems
• Excellent customer service, presentation, and writing skills
• Internet/online advertising industry experience is a plus
• Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
• Experience in a start-up environment
• Authorization to work in the U.S.

Benefits and Perks

• A collaborative work environment with the freedom and opportunities of a startup culture
• A global, remote-first company that encourages occasional team get-togethers
• Life and work balance
• Flexible vacation time
• Retirement plan matching up to 3% of your salary
• Varied options for health, dental, vision, disability and life insurance

ActiveProspect is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.