Marketing Support Specialist

Summary

Join our software company as a Marketing Support Specialist and strengthen our global Customer Success team. This full-time, permanent, remote position requires providing high-quality digital marketing support to customers worldwide, handling inbound and outbound customer service, and logging support tickets. You will gather customer feedback, liaise with internal teams, and develop consultative relationships with assigned accounts. The role also involves onboarding new customers, preparing reports, and ensuring customer satisfaction. Growth potential exists to transition into Account Management responsibilities.

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 preferred
• 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
• This role is sometimes referred to as Customer Success Specialist, Customer Success Analyst, Customer Success Representative, Customer Success Manager, Software Support Specialist, Software Support Engineer, Software Support Analyst, Technical Support Specialist, Technical Support Engineer, Technical Support Advisor, Application Support Analyst, Service Desk Advisor, Customer Support Advisor, Customer Support Analyst, Account Manager, Sales Engineer, Client Relations Specialist, Customer Education Specialist, Implementation Specialist

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

Benefits

We offer competitive market rates for all positions based on qualifications and experience. Salary will be paid in US dollars