Product Support Specialist

5 days ago

Collingwood, Australia Dotdigital Full time

Here at Dotdigital, we take immense pride in how we deliver support and service to our customers. In a nutshell, we have a laser focus on delivering world-class customer experiences, every time.

Our award winning Support & Customer Service Team delivers extraordinary help to our customers with a real emphasis on exceeding their expectations.

We’re looking for a Tier 3 Product Expert who’s passionate about problem solving and providing the best possible experience to our global customer base. Our Tier 3 team provides support to customers using advanced Dotdigital functionality and integrations.

**In this role, you’ll**:

- Provide stunning customer service to both technical and non-technical customers
- Respond to customers in a timely, efficient, accurate and empathetic manner
- Support a wide range of integrations and technologies
- Contribute to internal documentation in order to develop best practices, team processes and peer-to-peer training
- Reassign or escalate cases as needed.

**You’ll resolve issues relating to**:

- CRM and Ecommerce Integrations (Magento, Shopify, Salesforce, Dynamics and many more)
- API
- Artificial Intelligence
- Data management
- Web pages and forms
- Program automations
- Web tracking and analytics
- Domains and DNS
- Plus, much more.

**The small print**:

- We work a few different shift patterns (8-4, 9-5 and 10-6, Mon-Fri) to support customers. We’ll do our best to assign you a preferred shift, but you’ll need to be happy working any of these shifts

**The qualifications and experience you’ll need**:

- At least 5-years experience working in a customer service or support environment
- Technically savvy and some knowledge of HTML and CSS
- Previous experience in a pre or post sales technical support role
- Experience in working with software integrations preferable in the e-commerce or CRM space
- Experience with API
- Highly skilled at investigating, troubleshooting and resolving complex issues.

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