Careers > Customer Care & Operations Positions
Responsys Careers
This position functions as the initial point of contact for customers experiencing technical service issues. The incumbent is accountable for resolving customer issues from initial information gathering thru problem resolution.
Success in this position is based on number of customer cases, average resolution time, number of escalated cases, phone time logged and overall customer satisfaction and retention.
Primary Responsibilities
- Respond to customers experiencing technical issues via phone or email in an efficient manner
- Research and resolve technical issues for level 1 engineers
- Investigate bugs and related product deficiencies
- Job includes participating in a rotating 24 hour point of contact (on call) schedule
- Interface with other groups such as Operations and Engineering on special projects and new product testing
- Increase customer self sufficiency with the product via effective, professional customer service
- Position requires 2-3 years experience in a customer service environment
- Skills include but are not limited to in-depth knowledge of HTML, SQL and general relational-DB concepts
- A background in email marketing is desirable
- Excellent communication skills a must
Contact:
Gregg Hansen
Sr. Recruiter
