Marketo Help Desk Support

• Serve as the first point of contact for Marketo SMEs seeking technical assistance
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by platform users
• Walk the user through the problem-solving process
• Follow up with Marketo SMEs to ensure complete resolution of issues
• Direct unresolved issues to the next level of Adobe Marketo support personnel
• Provide accurate information on Marketo products or services
• Record events and problems in the appropriate resolution logs
• Follow-up and update platform users with status and information
• Pass on any feedback or suggestions by Marketo SMEs to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Stay current with Marketo system information changes and updates
• Monitoring of marketing email reply boxes to ensure client satisfaction and that all legal and privacy requirements are met

Required Technical and Professional Expertise

• Proven experience as a Marketo automation help desk technician or other marketing automation support role
• Certified in Marketo or another marketing automation platform
• Tech savvy with working knowledge of marketing automation products databases and email processes
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented
• BSc/BA in IT Computer Science or relevant field

Preferred Technical and Professional Expertise
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