Customer Service Specialist

Resonate is disrupting the marketing and advertising landscape with cutting-edge technology that brings together real-time survey data and insights on over 230 million consumers and online behavioral data all in one platform. Resonate has pioneered a completely new way to identify, understand, and engage highly targeted audiences by uncovering 13,000 individual attributes that identify their underlying values, beliefs, and motivations. We get to the heart of ‘why’ consumers do what they do and the products, companies and causes they support.

Resonate is hiring for a Customer Service Specialist that will be responsible for launching Resonates first customer service help desk solution and answering day to day incoming questions for Resonate SaaS customers.  This role will provide pivotal support to customers and internal teams across tactical, as-needed tasks that span the customer onboarding, retention, expansion, and offboarding lifecycle.  This role will monitor trends across customer needs and usefindings to present product enhancement feedback to the Product Management team and continuously improve our support documentation.  As we grow this role, there will be opportunities to assess services by existing and external vendors to further improve the technologies we leverage.  

If you're a self-motivated, collaborative, and creative individual who thrives in a remote work environment, we'd love to hear from you.  Join our team at Resonate and help us shape the future of AI-driven marketing! 

Key Responsibilities  

• Drive customer retention by providing knowledgeable and fast support to build platform adoption leveraging existing Jira solutions.  
• Assess SaaS help desk solutions, including current and outside tools, and aid in identifying paths to improve customer support.
• Continuously explore new solutions and AI enhancements that may further streamline work and improve customer experience.  
• Learn Resonate Ignite platform capabilities and aid customers by answering ad-hoc support questions.  
• Relay advanced or sensitive support questions to the Customer Success Management team to collaborate on account support.  
• Manage initial triage, assessment, and troubleshooting for Jira tickets.
• Develop and improve external documentation to assist customers to learn and adopt Resonate solutions
• Develop and improve internal documentation to assist Resonate teams to identify and resolve issues, improve processes, and improve customer support.  
• Partner with the Customer Success Principal Trainer to further improve digital support materials.   
• Manage tactical account set up, maintenance, and account shut down tasks for new and churned accounts.
• Manage daily activation distributions to LiveRamp connections.
• Support development and delivery of ad-hoc custom engaged audience requests.
• Summarize and report monthly trends in customer questions and jira tickets to Product Management and CS leadership to help inform product roadmap initiatives.   
• Coordinate with Product team to launch future help desk solution enhancements. 

Required Skills   

• Managing help desk tickets using Zendesk or similar services. 
• Experience working with Jira  
• Experience working with SQL or willingness to learn basic queries
• Answering customer questions related to consumer research
• Strategic problem solver
• Collaborative team player that holds themselves and others accountable to high performance
• High level of personal drive and discipline with a desire to grow professionally.
• Ability to quickly gain proficiency in new applications and technologies
• Minimum 2 year customer support and/or account management in software and services
• Minimum 1 year experience working in the advertising or marketing industry.  
• Digital media planning/placement/programmatic advertising experience a bonus.
• Bachelor’s Degree required
• Willingness and ability to use video calling with camera for internal and external calls 
• Home office/remote work with occasional work from Reston headquarters 
• Light travel for in person meetings may be required on a quarterly basis (up to approximately 10%)  

Preferred Technical Skills  

• Excellent verbal, written and interpersonal skills
• Excellent organization and attention to detail
• High level of aptitude Excel, PowerPoint and Word
• Willingness to learn ChurnZero, Salesforce, LiveRamp, FullStory, Pendo, SaaS help desk and other tools/services
• Willingness to learn basic SQL queries