Remote Marketing Support Specialist

Summary

The job description is for a full-time, permanent, remote Marketing Support Specialist position in a software company. The role involves providing digital marketing support to customers globally, handling customer service activities, and developing consultative relationships. The requirements include 2 years of experience in customer success, account management, or B2B client service, excellent verbal and written communication skills in English, interpersonal skills, ability to manage escalations, advanced proficiency in relevant software, organizational skills, good time management, and attention to detail.

Requirements

• Minimum of 2 years in customer success, account management, or B2B client service experience
• Experience with ticketing and live chat support
• Excellent verbal and written business communication skills in English. Fluent English is a must
• Excellent interpersonal skills; comfortable and proficient in customer interactions
• Ability to uphold customer relationships, professionalism, and high ethical standards
• Ability to manage customer escalations and challenging interactions in a calm and dignified manner
• Ability to liaise with various internal teams to resolve customer-reported tickets
• Advanced proficiency in relevant Google Suite and Microsoft Office software
• Excellent organizational skills with keen attention to detail
• Good time management and the ability to prioritize effectively

Responsibilities

• Provide high-quality digital marketing support to our customers globally
• Handle inbound and outbound customer service activities via live chat, email, phone, and Zoom
• Respond to customer inquiries about product details, technical support, billing issues, and more
• Log support tickets corresponding to customer-reported incidents. Update and track the status within the ticketing system
• Gather customer feedback on reported issues. Liaise with the relevant departments for resolution
• Develop a consultative relationship with assigned accounts, conduct training sessions, and ensure consistent customer engagement and satisfaction
• Assist with onboarding and training new customers, and maintain those working relationships to ensure customers effectively utilize the platform and adhere to best practices
• Prepare periodic reports for the management team

Preferred Qualifications

• Experience in software support (especially SaaS)
• Familiarity with ticketing systems such as Zendesk
• Experience with CRM software (e.g. Salesforce, Hubspot, Pipedrive)
• Account management experience with a focus on client relations
• Technological adeptness
• Knowledge of SEO, PR, and Digital Marketing
• University degree
• Outgoing, sociable, and engaging