Technical Support Specialist at CM Group

The Company

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold includes Campaign Monitor, Emma, Vuture, Sailthru, Selligent and Cheetah Digital. By joining together these leading solutions through a set of common services, Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, TN, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.This position is under our Emma product.

Are you passionate about facilitating positive user experiences? Do you love enabling and empowering others? Do you get excited about diving deeply into technical issues and solving for solutions?

If so, we would love to hear from you!

About You

You’re the right candidate for the Technical Support Specialist role if you are:

• Passionate about providing excellent customer service and doing what it takes to help our customers succeed.
• Technically-savvy
• Highly skilled at (and enjoy) researching, troubleshooting and solving complex issues.
• A strong team player who loves collaborating, welcomes feedback and is quick, eager and confident when learning new things.
• A strong and personable communicator. You’re able to convey personality and helpfulness over the phone and through email.
  
  

What You’ll Do

• Learn our product in & out
• Answer customers in a timely, accurate, knowledgeable, and personable manner
• Help our customers with queries over email and phone
• Troubleshoot technical issues, sometimes fairly advanced.
• Provide best practice advice for using email marketing software
• Handoff and escalate cases as needed
• Leverage insights gained from support communications to help our product team enhance the in-app user experience
• Answer internal support-related questions from colleagues on other teams
• Help maintain internal support documentation resources
• Stay up to date on processes and functionality of new product features
  
  

Ideal Qualifications

• 1-2 years of experience in customer support or technical support positions
• Experience in customer facing roles
• Willingness to learn and accept constructive feedback
• Team oriented and collaborative solutions-focused mindset
• Excellent problem solving and troubleshooting skills
• Focus on process improvement
• Experience working in a remote team
  
  

Nice to Have

• Experience with Salesforce or similar CRM tools
• Experience with SaaS tools and software
• Experience with Slack and Google workspace
• Experience working with AI chatbots
  
  

What We Offer

• Open Time Away and birthday leave
• Life, AD&D, Short and Long Term Disability Insurance
• 401k with company match
• Remote first position
• Unlimited access to LinkedIn Learning for your professional and personal development
• Paid parental leave
  
  

What Happens After You Apply?

• Your resume will be reviewed, and if we think you look like a good fit, we’ll be sending out a link to a Take Home Test so you can show us your skills.