Technical Support Specialist

Description:

Our client has an immediate opening for an Operations / Customer Support Specialist to provide customer support and internal orchestration of company processes including questions or potential issues relating to the LinkTrust Affiliate Marketing Platform.

The ideal candidate should have some experience with affiliate marketing and providing some support services. We are looking for a self-motivated and driven individual who is meticulous, highly organized, and customer-centric who can effectively interact with a team, and has excellent oral and written communication. This position reports directly to the Director of Operations.

Duties:

• Provide support services to clients through calls, emails, and chat
• Answer technical questions
• Review platform features
• Discuss feature requests and issues
• Meet with the support team daily to review current tickets
• Meet with the support team weekly to review KPIs and opportunities for improvement
• Help prioritize and create support projects
• Support the Development Team with new releases
• Quality assurance testing
• Create system and email release notifications for clients
• Connect with Clients to help Beta test features
• Update/Publish new documentation
• Help center updates, including release notes
• API documentation
• Liaison with the development team about client needs
• Improve workflows and processes

Required Qualifications:

• Proficient computer skills and the ability to learn new software quickly
  Excellent time management, decision-making, prioritization, and organization skills
• Great communication skills and ability to work in a team environment
  Proven technical aptitude, proven customer service aptitude
• Professional written & oral communication skills
  Strong deductive logic, decision making & analytical skills
  High level of personal initiative and professionalism
• Stable internet connection of 50Mbps
• Dedicated office space away from potential distractions. Must be clean and quiet to maintain professionalism
• Education: College Diploma Preferred

Schedule: Full-Time Business Hours

Preferred Qualifications:

• Customer support experience
• Knowledge of Affiliate Marketing Industry
• Technical skills in Google Workspace, HubSpot, and other related software
• Basic knowledge of JavaScript, HTML, or CSS