Customer Support Specialist

Company Overview

Founded in 2010, we've been recognized as a "Best Places to Work" and have offices in the US (Boulder), UK (London) and India (Chennai). However, we are a remote-first company with employees across the globe! Today, we are a leading B2B marketing provider that offers two distinct solutions:

• Integrate
  
  

Lead management & data governance SaaS platform for marketing operations and demand marketers. The Integrate platform makes every lead clean, compliant, and actionable, freeing enterprise B2B marketers from bad data and operational headaches so they can focus on what matters: generating revenue.

• Pipeline360
  
  

Media solutions that combine three powerful demand generation tools: targeted display, content syndication, and a comprehensive marketplace model. Pipeline360 ensures that marketers achieve 100% compliant and marketable leads by effectively engaging with audiences much earlier in the buying cycle, connecting with buyers at every stage of the process, and optimizing programs to drive performance.

Our Mission

• Integrate: exists to make your lead data marketable so you can drive pipeline.
• Pipeline360: exists to make the unpredictable predictable.
  
  

Why us?

We are an organization of integrity, talent, passion, and vision with a long track record of growth, customer success, and a commitment to driving leading innovation and delivering world-class customer experience.

About the role: We're looking for a India based Customer Support Specialist to join our global team and own the support queue, working with our Technical Specialists, Product Managers, Engineers, and engaging directly with Integrate's customers, across our multiple product lines.

Our goal is to delight our customers and become one of Integrate's biggest competitive advantages! We do this through driving revenue, improving customer satisfaction, increasing retention, driving product adoption, providing valuable feedback to our product team, and much more!

Great Customer Support is crucial and something we take seriously at Integrate, which is highlighted by the regular customer satisfaction praise that we receive from our customers.

You'll be responsible for answering tickets, prioritizing requests, and going above and beyond to help resolve any issues. You'll have the ability to drive your role with a keen eye for larger trends and share valuable insights from customer conversations that inform product decisions and improvements.

Responsibilities:

• You'll become an Integrate product expert!
• Actively manage the support queue to answer and resolve Integrate product-related issues, by promptly dealing with tickets in a timely, human manner and answering questions via a number of channels.
• Join customer calls to provide input on platform-related issues or questions.
• Test possible bugs resulting from cases and be able to replicate issues, using tools such as FullStory
• Collaborate with Product and Engineering with regards to new support tickets submitted to Jira
• Provide testing as needed for specific Integrate product releases
• Populate and update the Integrate Knowledge Base with applicable information and documentation.
• Deliver product-related training (working in conjunction with training partners) as needed.
• Own projects related to improving our support, processes, and self-service.
• Update the pipeline of customer suggestions and feedback to improve Integrate Products.
• Experiment! – our Support team, our platform, and our company are evolving, so everything can change.
• Able to work in 6.30 PM to 3.30 AM (IST)
  
  

About you:

• Previous experience in a similar role within a B2B SaaS environment
• Background in technical troubleshooting
• Superstar Skills (non-essential, but a bonus if you have them!)
• Technical and analytical skills (coding as a hobby, side project or otherwise)
• Testing & documentation experience
• Experience working with CRM and Marketing Automation Software, such as Salesforce
• Experience with ticket management systems is a plus e.g. JIRA, Zendesk
  
  

Integrate in the News:

• Best Tech Startups in Arizona (2018-2021)
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• Why Four MarTech CEO's Bet Big on Integrate