Technical Customer Support (T2) for SaaS Company [REMOTE]

Job description

Do you thrive on providing top-notch customer support?

Do you have a love of all things technical?

Do you enjoy getting to see the difference your amazing support skills make in customers’ lives?

If so, this position was made just for you!

At Strategic Marketer, we are passionate about providing best-in-class digital marketing software and strategies coupled with customer service that exceeds expectations. Our proprietary software solutions include push-button lead generation, automation funnels, video technology, reputation marketing, social media management, & paid traffic. These software & strategies are unlike anything else in the marketplace, so our customer support has to be like no other support as well! Our team’s customer-centric mindset pushes us to continue striving towards excellence in providing top-tier customer service to our members.

If you want to work in a fast-paced environment alongside other high achievers in a long-term career opportunity, then this is the perfect position for you. We are looking for someone with a proven track record of exceptional customer support skills who has an attitude of excellence in everything they do... someone who knows how to communicate proactively in a virtual environment and possesses keen problem-solving skills.

📋 Job Description 📋
☑️ Provide premium service to customers through phone, email, ticket, chat, & screen share. The outcome of every interaction is our customer's success!
☑️ Onboard new customers through chat, email, phone & video conferencing.

☑️ Provide tier 3 troubleshooting and assessment on all perceived product-related issues, then escalate to the ☑️ Development team(s) when necessary. All while ensuring the customer feels supported through the process until the issue is resolved.

☑️ Learn all assigned systems & strategies in order to facilitate 1-1 or small group coaching with customers.
☑️ Document pertinent information learned on a day-to-day basis in company-wide knowledge-base, creating a streamline of information for all to benefit from.
☑️ Assist customers with their questions on purchasing our other products and subscriptions.

☑️ Ensure all confidential customer information pertinent to the account is noted and processed inside Infusionsoft and/or Zendesk as per the Company's security protocols.

☑️ Provide daily & weekly performance reports on KPIs (key performance indicators) including calls handled, tickets touched, escalations & completions.

☑️ Collaborate with other teams in Billing, Sales, Product Management & the Development Lead to ensure exceptional service to our customers.

☑️ Participate in on-going training and professional development.

While this list gives you a pretty comprehensive view of what the position entails, keep in mind that n a fast-growing, entrepreneurial organization everyone is expected to help when the need arises, even if it’s technically outside the scope of their position.


✅ Requirements ✅

Candidates must meet the following minimum requirements to be considered for this role:

☑️ Have at least three years of experience in customer support including at least one year in SaaS support and one year of remote experience.
☑️ Be able to work 9 am to 6 pm Eastern Time hours (including hour lunch) along with rotating weekends. Evening requirements are limited and overtime is possible.

☑️ Have a strong command of the English language including exceptional written, conversational, and video presentation abilities.

☑️ Have a dedicated, quiet space to perform duties as outlined.

☑️ Have reliable hardware including a computer, mouse, keyboard, and headset, as well as reliable high-speed internet access; including reliable backup for outages.

☑️ Bachelor's Degree or equivalent preferred.

☑️ Documented track record of continuous learning in a related field a plus.

✳️Candidates with experience using the following software are strongly preferred:



*PayPal, Stripe, Braintree







*Social Media: Facebook Groups, Facebook Messenger

*GoToWebinar (chat management)

*Google: Mail, Calendar, Drive, Docs, Sheets

*Appointment Core


Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.