Consultant / IT / Tech Support
Technical Support Specialist Contract Bases Full Time
Job Description
Iterable is the growth marketing and user engagement platform. Our mission is to enable B2C marketers, giving them access to the growth marketing and user engagement tools built at companies like Twitter, Facebook, and Pinterest. We know this space well: our product team built the growth systems that powered Twitter’s early success. We’ve raised over $30M from investors like Index Ventures and CRV and hundreds of companies like AT&T, MLB, Zillow, Box, FabFitFun, and ASICS rely on us to captivate their many millions of users.
The Technical Support Specialist is an entry level position for someone with an aptitude to learn, a love of problem-solving, and a passion for tech and startups.
We believe in a strong, friendly culture. You’ll work on important problems and with customers from the very first day.
CORE RESPONSIBILITIES
- Keep all customers as happy as possible
- Become an Iterable product expert
- Answer customer questions over email, live chat, Zendesk, and phone
- Categorize customer inquiries
- Write and update support articles
- Escalate issues to Customer Success Managers and the Engineering team
- Deliver excellent customer service to delight Iterable customers
REQUIREMENTS
- Bachelor’s Degree or equivalent experience, preferably in a STEM or business discipline
- 2+ years experience in a customer-facing role, preferably working in technology
- Strong desire to teach new customers about the platform
- Ability to answer product and mildly technical questions
- Passion for startups, software, and SaaS products
- Demonstrated ability to solve technical problems
- Strong communication and interpersonal skills
NICE-TO-HAVES
- Previous experience in a B2B technical support role at a SaaS company
- Experience with email, push or SMS software
- Experience with JIRA, Zendesk, or Intercom
- Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript
