Technical Support Specialist

3 days ago

Sydney, Australia Hatch Full time

** This role is at ActiveCampaign (not for Hatch)**

Hatch is supporting ActiveCampaign to find a great Technical Support Specialist to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like ActiveCampaign.

**About the role at ActiveCampaign**

As a Technical Support Specialist, you will be part of a strategic team that supports customers and multiple teams within the organization. You will be responsible for researching, replicating, communicating with customers, creating engineering tickets, and contributing to the knowledge base. Regular collaboration with Level 1, Customer Success, Specialty Team, Engineering, and Product will be expected. Being part of this elite team will require; tenacity, curiosity, innovation, and proactiveness. Your contributions will directly impact how ActiveCampaign is seen as the leading CXA platform.

**Seniority**

**Mid Level** - A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.

**Responsibilities**
- Customer Support Team Training - Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
- Customer Support Technology Management - Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
- Technical Incident Resolution - Analyze and resolve technical and functional product issues for internal and external customers

**Strengths**
- Problem solving - Identifies problems and develops logical solutions that address the problems
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals
- Prioritization - Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like ActiveCampaign.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $80,000.00 - $120,000.00 per year

Work Location: One location

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