Technical Support- Tier 2

Published date Posted on Indeed on May 14, 2022 (2 d ago)
Leadspace is the leading B2B Customer Data Platform (CDP) helping companies take back control of their marketing and sales data, and empowering go-to-market teams to accelerate growth through accurate, personalized engagement across all channels. With the most robust and open B2B data engine in the industry, sophisticated AI, a proprietary graph of B2B personas, and activations across the go-to-market tech stack, customers like Microsoft, Zoom, Salesforce, and many more use Leadspace to power more data-driven and effective inbound, outbound, and ABM efforts. Leadspace is based in San Francisco and Israel, with remote team members across the U.S., and is trusted by more than 200 B2B brands including 7 of the 10 largest enterprise software companies.

We are looking for a Technical Support-Tier 2 to join our remote-first team to provide email support to customers to ensure their success in using Leadspace applications and integrations.

Use ticketing systems and customer support tools to manage cases, ensuring issues are assigned, tracked, escalated, and resolved according to SLAs.

Primary Responsibilities

  • Work with customer’s Marketing, Sales, HR, and/or Executive Teams to troubleshoot issues and provide expert knowledge and best practices for Leadspace products, features, and functionality .
  • Work with customers to better understand their goals and business processes for value propositions.
  • Strive to continually improve Leadspace’s internal processes for Customer Support.
  • Identify, troubleshoot, and resolve issues encountered by users, confirm and report bugs and enhancement requests to Product and RnD Teams.
  • Collaborate with Product and RnD Teams by providing important customer feedback, process and product improvement suggestions.
  • Recommend, test, implement, and support innovative go-to-market solutions and features.
  • Develop technical solutions to be posted to both internal and external knowledge base.
  • Create and maintain internal facing documentation to standardize troubleshooting and process guidelines for Support and other Leadspace Teams.

Desired Skills & Experience

  • 2+ years of experience working in customer facing Technical/Customer Support, preferred but not required.
  • Preferred experience with working with Data Platforms and/or Data Analytics.
  • Hands on experience with supporting cloud CRM and/or marketing automation applications such as Salesforce.com / Marketo / Eloqua / Hubspot.
  • Excellent troubleshooting and problem-solving skills, with the ability to understand and solve complex questions/issues.
  • Excellent collaboration skills are a must, with proven ability to articulate technical issues and requirements to both vendors and internal teams.
  • Excellent communication skills both written and verbal with an emphasis on providing clear, concise, and easy-to-understand solutions and instructions to customers.
  • Experience integrating with third party web services across a variety of technologies (e.g. REST, SOAP, etc.)
  • Preferred experience in working cross-functionally with Technical Teams such as Data Analysts, Professional Services, Product, and/or Engineers.
We pride ourselves on unmatched organizational values!

Some perks and benefits include:
  • Remote-first culture
  • Unlimited PTO
  • WFH setup stipend
  • Flexible working monthly reimbursements

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