Technical Support- Tier 2

Client Support Morrisville, North Carolina


Description

Position at J2 Cloud Services

Product Expert

Since 2003, small and medium sized businesses worldwide have achieved significant results by turning to iContact’s best-in-class email marketing solutions and knowledgeable team members. With scalable tools to serve the needs of high-volume senders, professional marketers, and even businesses new to email, iContact’s easy-to-use technology ensures that every customer has what they need to succeed. Headquartered in North Carolina, iContact is an award-winning company in the J2 family of brands.

You might be the ideal candidate that we are looking for if you are someone who is action-oriented with a work hard to play hard mindset. You strive to provide outstanding customer support and will not hesitate to go the extra mile to provide a great customer experience. You’re an approachable team player who takes the time to mentor those around you because you know no matter how well we work together as a team, we can always be better. Not just for our clients, not just for our company, but for ourselves. These are all things that shouldn’t be too difficult to master. These are things you already do everyday and will just be building on top of an already solid foundation.  

The best places to work are the ones that invest in you. iContact enjoys the enthusiastic spirit of a startup while benefiting from the financial support and business acumen of an established technology company. We promote our top performers to leadership positions, because after all, it takes the best people in the industry to serve the best customers in the world.

Responsibilities

  • Respond to technical support, billing, and customer service issues from our customers and trial users
  • Provide support through phone, live chat, and email    
  • Document cases and follow-up on issues from inception through resolution
  • Troubleshoot customer challenges and assist them with our email and social marketing tools
  • Detect and resolve problems with customers' HTML messages
  • Ability to work flexible hours
  • Handle escalations from Tier 1 Support Representatives
  • Perform other duties as assigned 
  • Gather necessary information from customers and provide the appropriate retention play to try and reduce
    Churn when customers are deciding to downgrade or cancel their accounts

Requirements:

  • Minimum 1 to 3 years of experience in the Technical Support/Call Center environment. Prefer a Bachelor’s degree.
  • Moderate to advanced HTML knowledge
  • Excellent troubleshooting skills
  • Strong attention to detail
  • Ability to maintain confidentiality of sensitive customer and internal information
  • Strong interpersonal, written and oral communication skills
  • Basic knowledge of email and social media marketing
  • Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative workplace
  • Self reliant, articulate, approachable and comfortable with a rapidly changing environment
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