Technical Support Specialist Lead Generation

At Constant Contact we are seriously awesome people who take ownership and make an impact by operating with the mindset integrity and courage of a small business owner.Theres something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here we all play an integral part in helping business owners entrepreneurs non-profits and individuals to succeed by giving them all the help and tools they need to grow online. Were energized by new challenges and new possibilities-and were just getting started!

Constant Contacts Lead Gen & CRM platform is a Gainesville-bred cloud-based automation technology platform for marketing agencies and small- to mid-sized businesses (SMBs) that rivals top competitors with its features functionalities and performance. We pride ourselves in knowing that our product is powerful affordable and accessible for everyone. With a team working from home offices across the country were looking for people who like working in small teams and are excited about being part of a fast-growth organization.

With that in mind we are looking for someone that can bring a broad range of technical and user support services to the organization. The Technical Support Specialist will be responsible for resolving technical support queries that come in via phone email and chat systems related to our in-house Lead Gen & CRM software application. You will also conduct comprehensive bug reports submit feature requests and usability requests and test applications.

Are you inquisitive and attentive when people present you with their questions or issues Do you enjoy troubleshooting and solving difficult problems with special attention to customer needs If you answered yes to these and you are interested in joining a dynamic and successful tech company where your work makes a significant impact on the entire organization then we want to talk to you!

What Youll Do:

• Provide technical software support for a global customer base
• Provide timely and high-quality technical support to clients worldwide via email chat phone or as additional channels are identified in the future
• Respond to cases in our support ticketing system in a timely manner and manage a backlog of pending cases
• Formulate alternative or unique solutions to help customers achieve their goals
• Collaborate with engineering team through creation of Jira tickets and direct communication to resolve customer issues and feature requests
• Track progress and work with other departments towards timely resolutions.
• Document and communicate operational issues system defects workarounds hot fixes and product enhancements in ticket systems
• Contribute to internal knowledge base for current and new team members
• Ensure support cases are properly classified for use in the app success initiative
• Days off and schedules may vary based on the needs of the business
• Other duties as assigned

Who You Are:

• You are comfortable working with a SaaS solution and supporting customers who utilize it
• You can communicate clearly in verbal and written form to a variety of audiences
• You are comfortable and effective in presenting ideas and information to stakeholders
• You enjoy thinking critically and are not daunted by complex situations
• You are naturally inquisitive and curious which makes you a creative problem solver
• Self-driven to succeed in current position as well as driven to excel in overall career
• You have great self-awareness and can take initiative and prioritize effectively
• Strong knowledge of Microsoft (Word Excel PowerPoint) and/or Google suite applications (Docs Sheets Slides)
• 2 years of relevant experience required
• Experience using Salesforce Zapier or other marketing automation tools is a plus!
• Knowledge of email deliverability concepts is a plus!
• Previous experience using HTML and API is a plus!
• If you are bilingual that is a plus!

Why Youll Love Us:

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion and were always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If youre passionate about supporting businesses and organizations you wont find a better spot to share your talent. Were dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses non-profit organizations and community groups.
• Youll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business take on stretch assignments seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact were all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person participate in live trainings and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race color religion sex gender gender identity national origin citizenship age disability sexual orientation genetic information veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions please contact

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters staffing firms search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.