Client Support Specialist Job in Maropost

About Maropost

Interested in working for Canadas4thfastest growing tech company as named by Profit 500?!

Maropostis looking for aClient Support Specialist to join our Support team at Mohali office.Ifyouwant to work with other brilliant peoplein an extraordinarywork cultureand are eager to learn (and have fun) along the way. Then,Maropostis the place for you

Maropost is the only unified customer engagement platform designed from the ground up that connects companies with their customers at every step of their journey. Providing a single customer view, Maropost creates unified, personalized customer experiences, helping brands increase conversion and brand loyalty. Pairing white-glove service with industry-leading technology, Maropost makes customer engagement easy. Headquartered in Toronto, Maropost was named Canadas 10th fastest-growing company by Canadian Business in 2019 and ranked #159 on Deloittes North America Fast 500 growth index in 2018.Recognized as a G2 Leader, Maropost is trusted by brands like SCOTT Sports, New York Post and Mercedes-Benz.

Responsibilities:

• Provide post-implementation product support to customers
• Manage customer support cases/tickets on a daily basis, which includes verifying cases, analyzing data, isolating and diagnosing the problem, resolving issues including:
  
  • Responding to Customer-reported issues in a timely manner per our SLA
  • Communicate progress of resolution/status to the customer in a timely fashion and/or per service level agreements

• Manage escalations and expectations for both the customer and Internal personnel
• Coordinate with Product Management, Product Operations, and Development teams in identifying, reporting, and resolving product issues.
• Author, edit, publish and maintain solutions of known issues/solutions
• Achieve subject matter expertise in the ExactTarget platform including:
  
  • API - REST, WebServices, XML
  • Partner Integrations
  • Custom Product Lines
  • Understanding of MYSQL database and reading/implementing/execution of queries

Work with the internal Maropost team to:

• Act as a customer advocate and liaison to Maropost executive leadership, customer support, product management and engineering.
• Work within a driven and highly motivated team to provide a world-class client experience for some of the world's largest brands.
• Ensure that all customers within the territory derive maximum value from their investment in Maropost.

Some extra things you will do:

• Become an expert in an enterprise-class digital marketing platform
• Develop an expertise in a broad range of digital marketing channels including email, mobile (text, push, and in-app messaging), social media, and display advertising.

Requirements:

• 3-6 years of experience in customer/client support, focused on the digital space.
• An entrepreneurial spirit
• Superior problem solving and creative skills
• An obsessive, compulsive desire to understand "why" and "how"
• A love for data, and comfort with math, calculations, and analysis
• A passion for creating things online

Equal Employment Opportunist:

Maropostis deeply committed to promoting diversity, advancing equity and fostering a culture of inclusion. Therefore, we invite applications from marginalized and equity-seeking groups.Individuals seeking employment atMaropostare considered without regards to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status. Accommodations are available on request for candidates taking part in all aspects of the selection process.

COVID Notice:

Due to COVID-19, most of our employees are working from home. Weve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know were all in this together.