Senior Support Analyst

Overview

As a Sr. Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space. This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products.

Responsibilities

• Provide customer support for Acoustic products including:

1. Diagnosing and troubleshooting of technical issues.
2. Providing guidance & best practice recommendations on product related issues
3. Responding and managing customer escalations and critical issues
4. Conducting root cause analysis for issues
5. Managing outages and production incidents
6. Prepare FAQs, upgrade notes, knowledge base articles
7. Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed

• Deliver excellent customer service by effectively utilizing soft`` skills and maintaining a positive working relationship between Acoustic and its customers and partners.
• Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems
• Be the voice of the customer. Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects.
• Develop deep technical understanding and become certified on Acoustic software products, including Connect, Campaign, Tealeaf, Content, and Exchange
• Assist with other reasonable duties as may be required being adaptable to ever changing business needs.
• Rotating shift work is required. Includes weekend and holiday on-call rotation.

Requirements

• 2+ years of experience in a support role for a multinational company, driving resolution of support cases reported by customers.
• Strong analytical and problem-solving skills.
• Proven ability to provide an exceptional customer experience including the ability to simplify complex application information to effectively communicate with the end user.
• Ability to communicate effectively in English, both in writing and verbally.
• Ability to work effectively under pressure.
• Strong procedural knowledge of customer support.
• Strong experience in effectively handling difficult customer situations.
• History of consistently meeting established individual performance objectives.

Nice to Have Qualifications

• Bachelor's degree in Informational Technologies
• Experience with ITSM systems (Salesforce, ServiceNow)
• Experience with Atlassian Tools (JIRA, Confluence)
• Experience with web applications, digital marketing solutions, content management systems or analytics software.
• Tier 2 support experience.