Client Support Manager

3 months ago

Sydney, Australia emarsys eMarketing Systems Full time

This role is perfect for someone with an advanced technical background and/or knowledge who enjoys assisting and supporting both our Clients and internal teams in solving more complex technical issues, in addition to sharing knowledge and training other support members.

Working primarily within our cutting-edge self-service support portal, you will efficiently utilize all available tools and resources in addition to liaising with cross-functional internal teams in order to provide our clients and the first line support team with the most accurate answers to their questions and the most effective solutions to their issues within the shortest time possible. Your service to our clients and to the first line support teams is a most invaluable and integral part in ensuring the satisfaction of our clients and their subsequent retention.
**YOUR AREA OF RESPONSIBILITIES**
- Act as the backbone and point of escalation for the first line support team and success management when it comes to solving Clients' advanced technical issues and requests
- Provide 2nd level support to Clients and assist them in designing and implementing standard and custom solutions
- Identify and troubleshoot technical issues and escalate to 3rd line support when required
- Escalate to line managers and Client Success Managers when an issue may impact the revenue and/or the relationship with the client
- Communicate progress of issue resolution to the client and first line support in a timely manner while trying to meet and exceed the assigned SLAs
- Deliver technical instructions and complicated solution descriptions in a professional, error-free and simple-to-understand manner
- Work closely with Professional Services (Project Managers, Solutions Architects & Strategic Consultants) to ensure the successful delivery and integration of our standard and custom solutions according to the clients' needs and dewfined objectives
- Hold training and knowledge sharing sessions on case resolutions with other team members
- Work closely with Product Owners and Managers to provide input on possible product improvements and assist in implementing and testing new features
- Your expertise and qualities will be needed to provide continuous input on the best possible ways to improve our support process and drive efficiency within the team

**YOUR PROFILE**
- A strong technical background with SaaS products and a preferred focus on online marketing
- Advanced knowledge and hands-on experience web technologies and standards (HTML & CSS/ DNS/ SMTP/ API/ data transfer protocols and databased)
- At least 1 year hands on experience with a programming language (PHP, Java Script preferred)
- MySQL knowledge and sound knowledge of Linux
- Ability to analyse and troubleshoot technical issues and deliver technical instructions to non-technical audience
- Must be a team player, with outstanding motivation and strong commitment to your role
- Friendly, personable and approachable, with the ability to multi-task and work under pressure
- Proficiency in English language skills, second language is desirable

**WHAT WE OFFER**
- Cosy open office plan with collaborative break out areas for team discussions and innovative planning.
- ANZ coverage and one of our fastest growing markets Globally.
- A learning culture, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
- A fast-growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a ‘start up’ mentality with the security of an established multi-national
- The opportunity to contribute to a bespoke, complex and successful product focused on innovation with truly impressive cutting-edge machine learning and artificial intelligence (AI) cloud technology
- 20 days of annual leave and an attractive bonus structure
- At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality._

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