Customer Support Specialist

TrackMaven is a marketing software company headquartered in Washington, D.C. Our mission is to make every marketer data-driven by providing one centralized marketing analytics platform that makes it easy to prove ROI and improve results on over 20 digital channels including social, ads, PR, automation, CRM, and more.

At TrackMaven, delivering world-class customer service is a core company value. You will work closely with our customers, our Customer Success team, and our Engineering team to rapidly respond to, triage and troubleshoot issues, and drive support issues to resolution quickly and completely.

* Provide Tier 1 technical support * Handle technical customer inquiries that could require data entry or configuration changes * Answer (with support from our engineering team) technical questions regarding TrackMaven features and functionality * Solid understanding of technical support best practices * Anticipate obstacles to adopting new features and address them in advance. * Manage customer requests and queries quickly, thoroughly, and pleasantly! * Monitor channel data quality and take appropriate action when needed. * Collaborate and communicate with engineering on a regular basis about potential and current issues. * Report on issue volume and resolution times by type, customers affected, and category * Analyze user behavior and create and deliver usage reports.

**About You** You are persistent, assertive, unceasingly polite, and able to identify appropriate frequencies for communication. In addition, you are a go-getter -- you prefer to be proactive, rather than reactive. You also possess an analytical, process-improvement mindset and are inspired to help our team improve and scale. **You also have:** * 1-3+ years technical support experience with a data-driven SaaS product * Experience with a ticking system is highly preferred- bonus points for ZenDesk :) * Excellent customer relationship and interpersonal skills * Proven ability to analyze, troubleshoot, and multi-task * Adaptability * Unwavering accountability * Strong project management skills * Excellent judgement * The ability to manage requests and expectations * Proactive time management skills * Analytical curiosity * Ability to work under pressure, organize and prioritize responsibilities * Experience with Salesforce.com and Totango a plus