Support Engineer (APAC) - Remote

Overview

ActiveProspect is seeking a Support Engineer 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 software related 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 software skills. We are looking for candidates that are truly passionate about helping our clients on a daily basis.

In Short

• 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
• On call (after hours) support required periodically for urgent customer requests

Requirements

• Bachelor’s degree and/or minimum 4+ years experience in a client-facing technical role
• Experience in a start-up environment
• 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

Benefits

• A financially stable company, with the freedom and opportunities of a startup culture
• Flexible work schedule
• Flexible vacation time
• A remote-friendly culture with monthly virtual happy hours and team-building events
• Retirement plan matching up to 3% of your salary
• Health, dental, vision, disability and life insurance