Support Specialist

• As a Support Specialist, you will join the Client Services team to execute and manage end-to-end strategic marketing campaigns on the Naehas Platform by processing data, building templates, and providing technical support to external and internal users of our platform, all performed with a keen eye for details

THE RESPONSIBILITIES

• Responsible for investigating, resolving, and preventing technical & user support issues
• Field user inquiries and support regarding Naehas applications
• Analyze client data requirements to develop complex variable rule logic that will integrate into Naehas platform
• Develop and maintain Naehas content libraries
• Ensure accuracy of data-driven content and offer variation through understanding of strategic and tactical business rules
• Compile data for integration and processing as part of standard operating procedures
• Guide users through diagnostic and troubleshooting steps including collaborative issue escalations when needed
• Ensure timely and efficient resolution of support tickets to meet and/or exceed support standards according to customer SLAs
• Maintain through quality control documentation that includes content creation and ongoing maintenance
• Analyze data to identify recurring issues and propose strategies for long-term problem resolution.
• Maintain excellent interpersonal customer communication skills with a customer focused approach

THE SKILLSET

• 2-3 years experience in technical support domain and/or business, marketing, advertising related field
• Proven experience in Saas support, helpdesk, or customer service roles
• Strong knowledge of software applications, databases, and troubleshooting techniques.
• Familiarity with HTML, CSS, SQL, Javascript, Python, and/or APIs
• Excellent analytical, troubleshooting, and problem-solving skills
• Proficiency in MS Office: (Word, Excel, PowerPoint, Outlook) and/or Google Workspace (Gmail, Google Drive, Docs, Sheets, Slides)
• Strong technical aptitude to quickly learn and become a power user of the Naehas platform
• Ability to work in cross-functional teams
• Should have good written communication skills
• Bachelors Degree from an accredited institution

THE PREFERRED SKILLS

• Experience in managing tasks in projects as an individual contributor
• Experience using applications such as Confluence and/or JIRA
• Familiar with Agile software engineering practices
• Knowledge of and/or experience with cross-channel marketing (direct mail, E-mail, catalog, mobile, web)