Technical Support Representative

Return Path is the expert in deliverability. Every day, our customers trust our data and insights to help them optimize their email marketing. Partnered with best-in-class email service providers, we help marketers take their email programs to the next level by driving more response and increasing revenue.

The Technical Support Representative is a service-oriented problem solver. Our support team members have strong analytical skills and can view and analyze situations from a very logical, systematic perspective. They live for challenging problems to solve and thrive on the structured process of breaking down a problem to its simplest elements while analyzing possible solutions systematically. They also live to delight clients with fast, powerful, accurate solutions to their problems. Primarily, the Technical Support Representative will provide excellent service to customers or internal users when they are faced with issues they cannot resolve.

* Act as front-line support to assist customers with the resolution of email deliverability issues * Provide Tier 1 support to assist customers with using Return Path products * Analyze customer delivery performance using proprietary RP tools, publicly accessible tools and data from provided by the client to determine the root cause of email deliverability issues. * Modify user accounts, contacts and IP addresses for clients upon request * Answer inbound customer inquiries such as resetting passwords and product questions * Perform and document Feedback Loop (FBL) requests and audits and White List (WL) requests and audits * Review client specific data trends or nuances to determine cause of results in Return Path tools or data * Be responsible for generating, formatting and preparing initial reports based on client specific data * Review inbound inquiries and communicate with other departments within the company as appropriate to resolve customer issues * Consistently maintain excellent customer satisfaction ratings * Collaborate closely with cross-functional teams as means for escalation

* Ability to contribute to patterned shift schedule, potentially including overnight or weekends, in support of 24/7 coverage model * Ability to troubleshoot customer problems and assist with basic product questions * Ability to work independently with little supervision and to seek assistance proactively to meet role-specific KPIs * Proven ability to work in a fast paced, iterative department with rapidly changing conditions * Proven ability to interact with customers in a professional, credible manner * Write and speak to clients in a clear, concise manner appropriate for the audience * Ability to understand client’s end goal and vary troubleshooting and interaction to reach issue resolution * Adapt communication content, message, style, and terminology based on the audience * Experience working in a customer service environment a plus * Demonstrated ability to learn quickly, both about businesses and technologies In addition to the above, you must be a good fit at Return Path. To be successful here, you must demonstrate Personal/Professional Growth, Professionalism, Execution, and Strategic Thinking; have a Positive Impact and a great sense of humor.