Technical Solutions Engineer

Act-On Software is a marketing automation company delivering innovation that empowers marketers to do the best work of their careers. Act-On is the only integrated workspace to address the needs of the customer experience, from brand awareness and demand generation, to retention and loyalty. With Act-On, marketers can drive better business outcomes and see higher customer lifetime value.

* Become an Act-On expert including the product's technical workings and practical business application. * Take ownership with delivering and exceeding customer service level agreement commitments and customer expectations. * Exercise discretion and judgment on whether and how to address customer issues. * Assist customers with technical questions relating to Act-On and peripheral software (including but not limited to internet browsers, Salesforce.com, Website hosting software, API's, etc.). * Assist our Customer Success Team with technical implementations/Questions related to the Act-On service. * Utilize independent and creative problem solving skills to assist in technical troubleshooting and analysis for customer reported issues. * Manage and maintain incoming support tickets and phone calls from customers from receipt through resolution. Exercise discretion in managing priorities for customer concerns. * Author and maintain knowledge base articles as needed for technical implementation procedures. * Contribute to the Act-On Communities and Public Forum. * Exercise discretion on deciding when and whether to position additional services and other product services, for a fee, to existing customers.

**Required Technical Experience** * 1-3+ years of experience in a technical support role. * Ability to write and troubleshoot HTML, JavaScript, and CSS a plus. * Understanding of the use and configuration of major Internet browsers. * Understanding of desktop OS systems (Windows and Mac). * Basic network (latency, etc.) troubleshooting experience. * Previous experience with API's and XML a plus. * Additional preferred experience with Salesforce.com, Sugar CRM, Microsoft Dynamics, Marketing Automation, website hosting, email delivery and SEO. * Previous SaaS support experience a plus. **Additional Requirements** * Excellent writing and communication skills. * Excellent telephone etiquette and ability to maintain a professional demeanor. * A team player capable of high performance and flexibility working in a dynamic environment. * Ability to understand customer problems and questions, document and work through to final resolution; detail oriented. * Ability to work under minimal direction. * College degree or equivalent work experience.