Technical Services Manager

Overall purpose and objectives:

As the cornerstone of the Emarsys service organization, you will act as
the operational first point of contact for our clients on a day-to-day basis.
You will make use of your professional communication and creative
problem solving skills to ensure maximum client satisfaction with our
products and services.

The role is perfect for someone with deep knowledge of our application
who is looking to gain extra technical skills and put their analytical skills
to work solving complex problems for our clients.

Working primarily within our cutting-edge self-service support portal, you
will efficiently utilize all available tools and resources in addition to liaising
with cross-functional internal teams in order to provide our clients with
the most accurate answers to their questions and the most effective
solutions to their issues within the shortest time possible.
Your service to our clients is a most invaluable and integral part in
ensuring the satisfaction of our clients and their subsequent retention.

Main tasks and duties:

- Serve as daily first point of contact for our clients on all operational
matters concerning the use of our application.
- Use the Emarsys self-service portal to manage your work using the
built-in options of email, live chat, phone and screen-sharing as
means to interact with the clients.
- Identify and troubleshoot technical issues and escalate to 2nd line
support when required.
- Escalate to line managers and Client Success Managers when an
issue may impact the revenue and/or the relationship with the client
- Communicate progress of issue resolution to the client in a timely
manner while trying to meet and exceed the assigned SLAs
- Deliver technical instructions and complicated solution descriptions
in a professional, error-free and simple-to-understand manner
- Work closely with Client Success Manager to build and enhance
client relationships and ensure the provided support level meets
(and exceeds) the clients expectations and SLAs
- On a day-to-day basis, you will be working closely and efficiently
with other support members and technical teams to meet and
exceed your personal and team KPIs
- Work closely with Professional Services (Project Managers,
Solutions Architects & Strategic Consultants) to ensure the
successful delivery of our solutions according to the clients' needs
and defined objectives

Further tasks:

- Your expertise and qualities will be needed to provide continuous
input on the best possible ways to improve our support process
and drive efficiency within the team.

Previous helpdesk experience or a customer facing role is a must
- Sound technical knowledge and experience in web technologies
(HTML/DNS/Email/Internet protocols/API/MySQL)
- Outstanding communication skills (written and verbal) over the
phone, via email / ticketing system and on live chat.
- Ability to analyse and troubleshoot technical issues and deliver
technical instructions to a non-technical audience
- Must be a team player, with outstanding motivation and strong
commitment to your role
- Must have a strong willingness to learn and discover new
technologies
- Friendly, personable and approachable, with the ability to multi-task
and work under pressure
- Willingness to discover the ins and outs of technical topics such as
Automated Marketing Programs, Data Integrations, Google Cloud
Platform, APIs, Web Forms, etc.
- Previous experience with online and email marketing preferred
- Proficiency in English language, second language is desirable

Working hours are Monday to Friday from 9AM to 6PM.
You will be required to work occasionally on a Sunday from 8AM to 5PM.
You will be required to work the occasional public holiday (8AM - 5PM).
You will work primarily from home. You'll be required to attend the office
once a month at a minimum (subject to change).
You may be expected to travel to other Emarsys office locations for internal
meetings and trainings